Customer Experience Team Leader

17 hours ago

Auckland City, New Zealand FLEETCOR Full time

**About Us**

A market leading commercial fuel card and payment solutions provider, operating in 54 countries and employing more than 8500 people globally.

We simplify the way businesses manage and pay their expenses. Our portfolio of brands help companies automate, secure, digitize and control payments to, or on behalf of, their suppliers and employees.

Ranked 26th on Forbes 2018 World's Most Innovative Companies and 107th on Forbes 2018 Growth Champions, we're leaving a mark in payments solutions globally and want you in on the action.

This is a rewarding opportunity for a customer and admin savvy CX team lead to contribute to levelling up our customer experience and contribute to our ongoing growth.

**About The Role**

Your role in a nutshell includes:

- Supervising and co-coordinating the day-to-day operations of your Customer Experience Team in conjunction with the Customer Experience Manager
- Coaching, training and performance management of staff
- Acting as a point of escalation on all queries from customers and merchants
- Management of new staff on-boarding into the team
- Continuous Cross / up-skilling training programs for current Staff in line with their personal development plans

**About You**

To be considered for this role you will bring with you:

- 3 year team leader or management experience
- Credit / ATB management experience
- Contact/Call center experience
- Intermediate capability in MS Office:

- Excel Proficiency for data analysis and reporting
- Queue management telephony experience
- Quality assurance experience
- Demonstrated ability to monitor staff performance, implement training plans and keep the team motivated and focused
- Have proven ability to work through issues in a logical and sound manner.
- Must be an enthusiastic self-starter, show initiative, and be vigilant for additional business opportunities.
- Excellent negotiation and problem solving skills.
- Strong relationship management skills - both internally and externally
- Strong analytical skills with the ability to work to deadlines
- Must be a strong planner with excellent organisational skills

**What you'll get in return**
- A real opportunity to make a difference and your own team
- Competitive Salary + Kiwisaver
- Fuel Discounts
- Life Insurance
- Free Gym Membership
- Work Anniversary Day Off
- Linkedin Learning License for on the go training & certifications
- People focused culture & growing business with stability

If this sounds like your next career move we would love to hear from you - Get in touch and tell us why you'd be a great fit

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