Customer Service Shift Leader

3 weeks ago

Auckland, New Zealand Entrada Travel Group Full time

Team Leaders/Supervisors (Manufacturing, Transport & Logistics)Full timeEntrada Travel Group is a leading tourism and travel operator, with an extensive collection of high-quality experiences across New Zealand and Australia. In New Zealand, we offer a unique and broad range of passenger experiences, with iconic brands such as InterCity, Explorer Bus, Auckland Whale & Dolphin Safari, Northland Ferries, and sightseeing brands GreatSights, awesomeNZ, and Gray Line NZ. In tropical North Queensland, Australia, we own and operate a unique collection of dive and snorkel tours and liveaboard experiences, island, and inner cruises. In 2023, we welcomed Greyhound Australia (headquartered in Brisbane) to the Entrada family.About IntercityIntercity is New Zealand's largest passenger transport network, connecting people, places, and experiences nationwide. Together with our premium day tours business GreatSights, it has a network of more than 600 destinations around the country, with over 130 services each day. Among its services are InterCity GOLD premium seats, Intercity SLEEPER overnight journeys between Auckland and Wellington, and hours-based touring passes FlexiPass and TravelPass.About the RoleBased at our head office in Ellerslie, this is your chance to take the lead in our Contact Centre team as a Customer Service Shift Leader. Reporting directly to the Customer Service Leads, you'll play a key role in supporting our dedicated Customer Service Representatives while ensuring we provide top-notch service to our customers and other key stakeholders. From managing customer inquiries, providing real-time assistance to our drivers on the road, to resolving escalations and ensuring service excellence, this is a role where no two days are the sameThis full-time role operates on a Sunday to Thursday roster, with hours from 11:30 am to 8:00 pm.Whether you're an experienced Customer Service Representative ready to take the next step in your career or someone with leadership experience looking to make an impact, this role offers an exciting opportunity to grow and lead.What You'll DoSupervise and support the Contact Centre team, fostering a collaborative and high-performing environment.Manage daily operations, including opening and closing the Contact Centre and ensuring all systems are ready to go.Respond to customer inquiries via phone, email, CRM, and live chat, ensuring timely and accurate service.Handle escalations and complaints with professionalism, striving for resolution within set timeframes.Maintain accurate documentation and uphold compliance with health and safety procedures.What We're Looking ForProven leadership experience, preferably in a Contact Centre or customer service environment.Exceptional communication skills, both written and verbal.A proactive, solutions-focused attitude with strong problem-solving abilities.Attention to detail and the ability to manage multiple priorities.Familiarity with CRM systems and intermediate Microsoft Office skills.Why Join Us?At Entrada Travel Group, we live by our values of Respect, Whanau, Courage, and Fun. We're passionate about creating memorable experiences for our customers and providing a supportive, engaging workplace for our team. When you join us, you'll enjoy:Staff benefits: We offer discounted products/experiences across our NZ and Australian operations.Growth and development: We provide great support through inductions, mentoring, and ongoing training and support.Health and wellbeing support: We care about the wellbeing of our people and aim to support the mental and physical wellbeing of everyone. We have our Employee Assistance Program (EAP), we offer a hybrid model that empowers you to balance work and home life, and free access to the millennium centre gym.Ready to Lead the Way?If you're ready to take the next step in your career and join a team that values your skills and enthusiasm, we'd love to hear from youApply now by submitting your CV and a brief cover letter outlining why you're the perfect fit for this role. Start your journey with Entrada Travel Group todayTo apply for this role, you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.
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