Customer Service Team Lead // Supervisor // Specialist

Customer Service Team Lead // Supervisor

• Lead a team providing customer support for a leading Australian online tyre ecommerce company
• Permanent full time contract position, 13th month salary, paid holiday leave!
• Work in an innovative and growing online service environment with a national and international focus whilst demonstrating your superior knowledge, understanding and insight into the customer service software, Freshworks

About the role
You manage staff operations for Tyroola’s telephone, chat, and online communications mainly through the customer service software, Freshworks. You ensure that the day-to-day operations of the service are well managed, that all customer service employees respond promptly and effectively to incoming contact and manages the functions of Freshdesk to ensure the benefits of this application is being utilised to its full potential. You also monitors quality of service delivery and service standards and contributes to overall process and service improvement.

Tyroola offers a variety of fantastic Employee Benefits.
Some of the perks included when working for Tyroola include:
• Diverse and engaging career opportunities
• Friendly & supportive team
• Flexible working agreement, with the ability to work from home
• We celebrate our employee’s success with a variety of awards, including Employee of the Month.
• 13th month salary
• Paid holiday leave
• Competitive salary!

About Tyroola
We are Australia's largest marketplace for tyres & fitting services. By offering our stock purely online, Tyroola faces a lot less overheads compared to other tyre shops, thus translating the cheaper prices to our customers. We provide a comprehensive range of products at competitive prices to people and communities that are diverse in culture, age, and socio-economic status.

If you have the ability and drive to make a difference, take hold of this opportunity, and apply today!

To be successful in this role you should possess the following skills and attributes:
• Loves customers, and revels in seeing customer’s receiving excellent outcomes to their concerns.
• Strong time management, administration, and organisational skills.
• Highly developed communication and interpersonal skills, focusing on having very good verbal and written communication skills
• Experience in coordination of service delivery and managing staff, including reporting on outcomes, setting, and monitoring of KPI’s and performance targets
• Demonstrated ability to develop positive constructive relationships with staff, peers and management at all levels and be able to lead a team made up of offshore personnel
• Experience in exercising sound judgment and decision making in a supervisory capacity, leading to an ability as an efficient trouble-shooter and problem solver
• Experience evaluating service standards, including reviewing policy and procedure documents
• Comprehensive understanding of Helpdesk functionality and experience as an administrator
• Ability to encourage and guide our customer service team to ensure they are presenting up-sale and cross-sale opportunities to our customers
• Positive attitude and a strong work ethic.
• Ability to complete multiple tasks with varying levels of priority.

Duties include but are not limited to:
• Supervise Customer Service staff
• Provide training and support to ensure Customer Service team runs effectively and efficiently
• Weekly reporting on customer enquiries, call uptake and employee progress
• Support customer service staff to achieve and exceed monthly KPI targets
• Ensuring quality service is provided to both internal and external customers
• Assist customers with order management unable to be handled by Customer Service representatives
• Maintain detailed and current knowledge of the company’s products and services
• Provide customers with friendly professional advice on the company’s products and services
• Ensure that all customer enquiries are answered in a prompt, professional and courteous manner by the Tyroola Customer Service Team
• Ensure documentation of client’s orders and any subsequent communications are kept in accordance with procedure