Customer Service Team Leader

1 day ago

Auckland City, New Zealand Silver Chef Full time

**Introduction**:
About the Role

The Customer Service Leader coaches and supports a team of motivated consultants who are handling enquiries from new and existing customers, dealer partners and the SilverChef sales team.

Reporting to the Head of New Zealand, this key leadership role has shared accountability for the Auckland office and delivery of exceptional customer experiences.

This role collaborates with Australian and Canadian counterparts to build alignment, innovate, and improve.

This role is based in Penrose/Mt Wellington.

What you’ll be doing

Manage the daily activities and workload of the team ensuring SLA’s and performance targets are prioritised appropriately and achieved.
Lead, coach & motivate team in an engaging and meaningful way
Maintain quality of contact, compliance and accuracy through quality observation, performance management & timely feedback
Actively search for, and recommend improvements driving positive change in process delivering improved performance & collective outcomes
Assist in various administrative tasks, including but not limited to, reports, strategies for CS, Salesforce Dashboard reporting, Task Management
Shared accountability for the day to day management of the Auckland Office (Penrose)

What you’ll bring to this role?

Experience in leading & inspiring a team and consistently delivering to KPI’s (3+ years)
Experience in managing a fair and consistent approach to performance, coaching & performance management (3+ years)
Proficient interpersonal skills - liaise, advise and interact successfully with both internal and external customers and stakeholders of SilverChef including escalations, negotiations, influence and contributions
Highly effective in workload management across voice and written enquiries including planning, prioritisation, problem solving and reporting.
Excellent verbal and effective written skills
A collaborative team player who is flexible, able to manage multiple priorities at once, has a high attention to detail and can work autonomously when required.
Solid understanding & passion for the hospitality industry
Experience in Salesforce and ability to learn new technology platforms

About SilverChef

Be part of a fast-growing, highly successful global finance business that does things differently. Our finance product portfolio is a mix of established and new products that help hospitality businesses get started and grow. We are genuinely committed to helping our customers achieve their dreams, and we’ve already invested more than $1.5bn in the hospitality industry globally.

What’s on Offer?

We are a high-growth company focused on career development for our people - almost 20% of our people were supported to achieve a promotion, secondment or internal move in 2021.
We offer a range of flexible working options to support a positive work/life balance for all our people.
Great leave options including paid volunteer days and options to cash out and purchase additional leave.
Work with purpose; Be part of the B Corp movement, making a difference in the world

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