Member Experience Team Lead (SO1)

Customer Service And Sales


Description

As a part of the team, you’ll be:

  • Leading and inspiring a team of customer service representatives to deliver excellent levels of individual/team performance and customer satisfaction
  • Conducting regular coaching sessions to improve agent performance
  • Identifying performance gaps through reports and/or work reviews, and creating an effective and strategic action plan for employee development
  • Managing day-to-day line activities, prioritising and making risk/impact assessments within existing processes and procedures
  • Managing the fair and consistent application of performance management and disciplinary measures as necessary
  • Act as a subject matter expert, and handle escalations both by phone and via email

 

What you’ll need to be successful:

  • At least 5 years of work experience in a BPO company
  • At least 3 years experience managing a team
  • Strong verbal/written communication and organisational skills
  • Proven ability to multitask, coach, and motivate team members in a fast-paced and dynamic environment
  • Amenable to work on rotating shifts


About the culture

At Car Next Door, we value all people for who they are and what they bring to our community. We encourage our employees to be their genuine authentic selves and know that our team, our product, and our members’ experiences are enhanced by the diversity of perspectives of everyone who works at Car Next Door. We offer equal opportunities to all applicants and promote merit and fairness in our employment practices. If you’re passionate about working with a team that is doing something amazing for our community and the environment, come as you are!