Customer Service Team Leader (Remote)

Customer Service Team Leader | Podpac | Australia

Are you a switched on, proactive and a customer-first minded doer?
Do you take great pride in giving amazing customer service?
Love thinking about how you can make customers giggle with glee?
If so, this might be the gig for you!!

Urban Brew (a Podpac brand) is one of Australia’s most exciting eCommerce start-ups, providing eco-friendly coffee pods to happy customers nationally. Due to continuing rapid growth, we are currently hiring a full-time Customer Service Team Leader to join our vibrant and diverse team.

Urban Brew is no ordinary brand and we aren’t looking for ordinary applicants. We take customer satisfaction to the next level and we have very high expectations. You must be able to use your initiative and good judgement to provide an outstanding customer experience every time. If you’ve read and enjoyed the Zappos book ‘Delivering Happiness’, this job is for you!

Our customers engage with us digitally via email, social, live chat and the phone so sound computer literacy and an excellent phone manner are vital.

This is a full-time role and will suit you ideally if you want to roll up your sleeves, work hard, make a difference and be a part of a high-achieving team. You must be organised, with a cool calm head and fit our non-corporate culture.

Requirements for a successful application

• You enjoy working as part of a team but thrive working autonomously and can manage your own time and workload.
• You thrive working in a fast-paced team and enjoy the challenge of making many customers happy at once.
• You enjoy collaborating with other areas of the business to improve the customer experience.
• You possess a strong attention to detail and often pick up on things that others would miss.
• You are a strong communicator, both verbally and in writing.

Responsibilities

• Team Leadership and Development
• Customer Service Operations
• Performance Monitoring and Reporting
• Process Improvement
• Customer Interaction
• Technology and Tools
• Compliance and Quality Assurance
• Administrative Support

Goals

• Uphold, embody, and instil our company values every day, especially within the Customer Happiness Team
• Resolve customer issues and enquiries efficiently and effectively, maximising Customer Happiness to the best of our ability
• Manage a program of continuous improvement for Customer Happiness practices and outcomes
• Lead the growth of the Customer Happiness Team, promoting development and efficiency
• Drive customer-centric initiatives collaboratively with the wider business to optimise Customer Happiness outcomes across Podpac

A definite plus…

• A passion for coffee
• Keen interest in eCommerce technology
• Experience in eCommerce would be advantageous but is not essential

At Urban Brew, we work hard – but we also have fun! In return, we can offer you

• A much coffee as you can drink!
• Dynamic, fast-paced and casual non-corporate environment
• Close-knit team environment
• An awesome team-focused working environment

Core values

• Customer-first mindset: Take care of our customers first and everything else will follow
• Continuous improvement: Strive to learn and drive positive change
• Collaboration and respect: Work as a team and be part of the solution. Give equal respect to everyone
• Passion for greatness: We do not accept mediocrity in ourselves or others

PLEASE DO NOT APPLY UNLESS YOU HAVE AT LEAST 3 YEARS EXPERIENCE IN A SIMILAR ROLE AND LOVE TALKING TO CUSTOMERS DIRECTLY

To be eligible for this role you must send your application via email to jobs@podpac.com.au with this exact subject line… “I’m interested in your Customer Service Team Leader role” (no quotes). Please attach a cover letter (specific to this role) and resume in PDF format. Within the email please state your expected annual salary, how much notice you are required to give your current employer (if employed) and include a sentence about each of the below:

• Describe a recent example of you living one of our core values
• What do you love about working in customer service?
• If you could be a superhero, what would you want your superpowers to be? Why?

Podpac is an equal opportunity employer that provides a smoke-free environment.

Applications for this role close Friday 13 December 2024.

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home