Customer Support Leader

5 days ago

Auckland City, New Zealand Winning Group Full time

Monday to Friday 7:00 am till 3:00 pm
- Unique career growth opportunities
- Join a supportive culture and dynamic team environment

**Heart of the role**

Reporting to the Customer Support Manager, the purpose of this role is to make sure that all Appliances Online customers have a positive experience from start to finish when dealing with us.

Leading a team, this role consists of dealing with customers to resolve issues and discuss our services, understanding business processes and tools we use to measure customer satisfaction, understanding the internal workings of the business and the processes that go into generating orders, sales and delivery.

**What Your Day-to-Day Might Look Like**
- Monday to Friday 7:00 am till 3:00 pm.
- Communicate targets and monitor overall results.
- Deliver regular 1:1 updates with Team to provide feedback on performance.
- Build a new team and manage the onboarding and training of new starters within the team, when volume commands it.
- Manage teams’ rosters to ensure adequate staffing when required and daily approval of timesheets and leave requests.
- Handle escalated enquiries and refer to relevant areas when required.
- Be a part of daily morning stand up training with the head office team.
- Lead by example by embodying each of Winning’s company values.
- Handle all marketplace inquiries and listings.
- Build on existing practices into streamlined processes from previous experience.

**Key Skills & Experience**
- Experience in a customer service based role with demonstrated ability to deliver exceptional customer service.
- Experience in a sales environment exceeding KPIs and targets.
- Ability to coach and mentor from previous experience in a Team Leader role is desirable.
- Excellent interpersonal skills and strong communicator, both in writing and verbally.
- Strong attention to detail.
- High computer literacy with previous experience using sales systems being beneficial.
- Ability to build and maintain relationships with customers, stakeholders and colleagues.

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