Customer Service Lead

24 hours ago

Mount Roskill, New Zealand Escape Rentals Full time

Escape Rentals is one of New Zealand's favourite campervan hire companies. We've been operating for nearly twenty years, with over 40,000 happy hires.  We pride ourselves on providing outstanding customer service and ensuring our clients have an exceptional experience.

We're looking for a Customer Service Lead to oversee our customer service operations and manage a small team of passionate groomers and customer service staff. If you're an experienced people leader or supervisor with a commitment to delivering excellent service, this is your opportunity to make an impact

Key Responsibilities:

  • Lead and mentor the customer service team, ensuring a high level of satisfaction for our clients.
  • Work closely with the General Manager to develop customer service strategies and policies that promote effective communication and problem resolution.
  • Manage breakdowns and coordinate with NZRA to provide on-the-road support for hirers.
  • Handle customer complaints and media/social influencer bookings, ensuring a seamless process.
  • Facilitate insurance assessor activities and ensure the business is fully compliant with health and safety regulations.
  • Foster a collaborative, positive work environment where the team thrives and exceeds performance goals.

About You:

  • Proven experience in customer service with a knack for leadership and team management
  • Excellent communication and problem-solving skills
  • A strong understanding of health and safety procedures and the ability to ensure compliance
  • Tech savvy and ideally familiar with rental car management systems
  • A full, clean NZ driver licence
  • Resilient and able to remain calm and deliberate under pressure
  • A high level of energy, drive and enthusiasm.

This is a full-time role (Mon to Fri in Winter and Sat to Wed in Summer based in Mt Roskill, Auckland.

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