Customer Service Team Leader
vor 2 Wochen
About Master Pacific: Master Pacific is a leading name in the Australian furniture industry, renowned for delivering high-quality, locally designed products that inspire creativity and individuality. Since 2006, we’ve combined artisanal traditions with modern innovation to curate collections that transform homes, retail spaces, and commercial projects. Our Melbourne-based design team crafts timeless pieces with sustainability and durability at the forefront, ensuring every product stands the test of time. With a strong wholesale network and tailored solutions for commercial, hospitality and custom projects, we pride ourselves on exceptional service and market-leading supply chains. At Master Pacific, our mission is simple: to lead the way in creating amazing spaces. The Opportunity We are seeking an experienced and proactive Customer Service Team Leader to lead our Customer Care department. Reporting to the Head of Customer Operations, you’ll play a pivotal role in shaping our team culture, driving operational excellence, and ensuring our customers receive an outstanding customer experience. You’ll work closely with a supportive team and collaborate with the wider organization to optimise the experience we provide to our customers and meet business objectives. Key Responsibilities Manage and resolve customer service enquiries and warranty claims efficiently Deliver a comprehensive service experience and resolve escalated issues Oversee product returns and work to minimise the associated costs Engage effectively and work closely with internal stakeholders and departments Identify service gaps and recommend system or process enhancements Act as a key driver of quality and process improvement within the department Champion continuous improvement initiatives to improve first‑contact resolution and reduce resolution times Lead, motivate, and develop a high‑performing customer service team Promote teamwork, open communication and an “above the line” approach Monitor and analyse KPIs targeted at improving customer experience Prepare and present regular reports to senior management What We’re Looking For Proven experience in leading a customer service team, preferably in the wholesale B2B industry Ability to consistently deliver high‑quality service to internal and external stakeholders Excellent communication, interpersonal and negotiation skills Strong analytical, organisational and time‑management skills Confident in making autonomous informed decisions to ensure positive outcomes for both customers and Master Pacific (win‑win) Proficient computer skills (Microsoft Office, Salesforce and MYOB Advanced experience desirable) Ability to thrive in a fast‑paced, collaborative environment Certificate IV or Diploma in Business Administration, Customer Engagement or similar (preferred) Why Join Us? Be part of a creative, collaborative and supportive team culture Opportunity to make a meaningful impact on team and business outcomes Discounts on our range of high‑quality, locally designed products Ready to take the next step in your career? Apply now with your resume and a cover letter outlining your experience and why you’re the perfect fit for Master Pacific. #J-18808-Ljbffr
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