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Customer Service Lead

2 weeks ago

Auckland, Auckland, New Zealand JACOBS DOUWE EGBERTS Full time

At JACOBS DOUWE EGBERTS, we are seeking a highly skilled Customer Service Lead to join our Supply Chain team. In this key role, you will lead and support your team of customer service specialists, driving the delivery of exceptional customer experiences and satisfaction.

Key Responsibilities
  • Lead and motivate the customer service team, setting performance targets and providing regular feedback.
  • Develop and implement strategies to enhance customer satisfaction and retention.
  • Collaborate with other departments to ensure seamless support across the organization.
  • Manage escalated customer issues and monitor service metrics to proactively address trends.
  • Ensure quality standards in customer interactions through regular assessments and coaching.

This is an exciting opportunity for a customer-focused professional to lead our customer service function and drive business growth. If you have a strong track record of delivering exceptional customer service and leading high-performing teams, we want to hear from you.

Requirements
  • At least 5 years previous experience in customer services management in one or more complex customer service management roles.
  • Previous experience leading a team.
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Analytical mindset with the ability to interpret data and identify trends that can lead to continuous improvement.
  • Proficiency in customer service software and tools.
  • A customer-focused mindset with a commitment to delivering exceptional service.