Customer Service Supervisor
Apply now Job no: 493403
Work type: Permanent Full Time
Location: SA - Adelaide
Categories: Supervisor/Team Leader
Be part of the next generation of industry leading customer service
Join a passionate cohort of young professionals driving new and innovative customer service and experience initiatives
Play an integral role in our Customer Service Leadership team
Northline is an experienced Australian owned, global logistics business with an industry-leading national network and an international reach into more than 100 countries. We have 13 depots across Australia with the ability and flexibility to tailor solutions to meet our customers’ requirements and evolving market demands, including scaling up to add further capacity as needed. Our customers freight can start or end in international cities, small towns or remote communities, but wherever the destination, you can rely on Northline to deliver.
That’s why, we are, Australia’s Global Logistics People.
About the role
Based at Northline’s Service Centre in picturesque Norwood, you will lead, coach, and develop one of our two Customer Service teams that are the first point of call for Northline Customers.
The Customer Service division exists to delight our customers through the delivery of excellent, personalised service and brilliant customer experiences, ensuring they have the information they need about their valuable products, in the way they want it, when they want it.
As the first line of support for many of our valuable customers, the Customer Service division will provide :“First Call Resolution” wherever possible; an effective, efficient and friendly service; high engagement by actively listening to our customers; genuine interpretation of customer feedback and insights to help us anticipate and meet their needs both now and in the future.
As a Customer Service Supervisor you will be responsible for developing and leading a high performing team who deliver brilliant service, in a culture where the customer is the centre of everything we do. You will efficiently and effectively lead the team to manage our customer’s enquiries and also directly support and manage the performance of your team with a view to provide quality insights and analysis that lead to improvements in quality and timeliness of services they provide. The Supervisor also acts as a point of escalation for our customers.
Importantly, as a member of the Customer Service Leadership team, you will initiate and promote change initiatives and service delivery improvements in the Customer Centre (and beyond) including the optimisation of resources through effective forecasting, scheduling, analysis and sharing team performance insights, to support and enable a customer-centric culture.
Previous Contact Centre Team Leader/Supervisory experience required;
Exceptional leadership, management and people skills;
Past experience coaching individuals on providing exceptional customer experience and achievement of performance KPIs;
High degree of emotional intelligence;
Excellent time management skills with the ability to prioritize conflicting workloads whilst maintaining a high level of attention to detail;
Demonstrated ability to identify key issues and present recommendations in a concise and logical manner to further support business improvements;
Demonstrated commitment to the implementation of the principles of Equal Opportunity and Workplace Health and Safety; and
High level skills in the Microsoft Suite of products, specifically: Word, Excel and PowerPoint.
At Northline we believe our people are one of our greatest assets. We are proud of what we achieve and we like to recognise and reward those who go above and beyond. Benefits include:
Learning and development support
Employee recognition programs
Wellness and benefits programs
Discounts on travel, fitness and health, entertainment and sports, banking, automotive, flowers, gifts and more!
If you would like to join the Northline team then please click the 'Apply' button now!
Advertised: Cen. Australia Standard Time 21 Jul 2022
Applications close: Cen. Australia Standard Time
19 Aug 2022
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