CEC Team Lead
Our client, Polestar ,a highly innovative luxury automotive brand, is seeking a CEC Team Lead (Customer Experience Centre) to join their Customer Service team. This role focuses on delivering exceptional service to customers, service partners, and internal staff while acting as the primary contact for escalated issues. Responsible for managing, coaching, and mentoring team, ensuring a high standard of customer service is maintained.
The suitable candidate will be responsible for:
* Deliver best practices in day-to-day processes and people management, including scheduling, motivation, performance management, coaching, and development of customer care representatives.
* Monitor, report, and troubleshoot all inbound and outbound calls, emails, cases, chats, social media interactions, and complaints.
* Ensure your team consistently provides excellent customer service while maintaining a friendly and professional rapport with customers.
* Oversee team achievement of SLAs, KPIs, and targets throughout the customer journey, with a focus on First Contact Resolution and Customer Satisfaction.
* Stay updated on product knowledge and policy changes through briefings, training, and knowledge management systems.
* Collaborate with internal teams to enhance the customer experience by sharing insights and strategies.
* Stay informed about developments in the contact centre and EV industries to effectively incorporate best practices into operations.
Qualifications & Experience :
* Proven experience in leading a team and managing complaints effectively within a call centre environment.
* Skilled in collating data into comprehensive reports, demonstrating advanced communication and writing abilities.
* Tech-savvy with a strong track record of fostering a customer-centric culture.
* Experience with external ombudsman bodies – ACCC, NCAT/VCAT/QCAT, etc
* Exposure to EV vehicles and technology, familiarity with Salesforce CRM and Genesys phone systems are an added advantage.
What do we offer?
* Attractive remuneration.
* Health & Well-being initiatives.
* Lifelong Leaning & career development.
* A dynamic, inclusive and sustainable working environment.
Submit your application in strict confidence, click the 'apply' button. If you require further information, please contact Mushrath Mohsin on 0478 304 902.
To view all Bayside Group job opportunities, visit www.baysidegroup.com.au