Customer Service Team Leader

4 days ago

Auckland City, New Zealand Brambles Group Full time

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model


**Job Description**:

- Great opportunity to lead our customer service team, with a focus on coaching the team to achieve KPI’s and deliver customer engagement and satisfaction_

Are you an experienced Customer Service Team Leader looking to join a global ASX listed organisation and take the next step in your career?

As part of the Customer Support team, your role will be to lead the Customer Service team, ensuring high level value add resolution services are provided to our customers to support our retention and growth strategy. This role will be based out of our Auckland (Wiri) Head Office, and reports directly to the Manager, Customer Support.

The key responsibilities of this role include:

- Leading and managing the team to efficiently and effectively handle all calls and queries in accordance with team KPI’s
- Setting and implementing the strategic direction for the Customer Service team
- Focusing on both internal and external customers to understand their needs and pain points, translating them into team goals, objectives and key performance indicators
- Ensuring that the team follow business processes and meet KPIs including following call guidelines and call documentation
- Demonstrating leadership excellence, coaching the team to reach their full potential
- Previous experience in leading an in-bound customer service team is ideal, but not essential
- A strong leader with a focus on developing others and allowing them to reach their full potential to move on to bigger and better roles within CHEP
- An understanding of working to KPI’s and SLA’s
- Excellent time management skills and the ability to handle complexity
- Strong continuous improvement and efficiency enhancement experience

Preferred Education

No Degree Required

Preferred Level of Work Experience

3 - 5 years

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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