Are you passionate about leading an exceptional customer service team? Do you thrive in a dynamic and fast-paced environment? Hays Recruitment is seeking an enthusiastic and dedicated Team Leader of Customer Service and Contact Centre Representatives to join a global e-commerce company based in the CBD.
About the Role:
As a Team Leader, you will be responsible for managing a small but growing team of Customer Service Agents. You will ensure that the team meets KPIs, maintains service levels, and provides outstanding support to both merchants and customers. Additionally, you will handle escalations, mentor team members, and contribute to improving processes and service delivery.
This is a hands-on leadership role, ideal for someone who is confident setting up merchants and getting operational processes up and running. You’ll be instrumental in building out the customer service function and ensuring operational excellence from day one.
Key Responsibilities:
- Set up new merchants and ensure smooth operational onboarding
- Build and refine operational processes to support the customer service team
- Monitor team performance and provide regular coaching and feedback
- Identify areas for improvement and implement best practices
- Collaborate with senior management to refine customer service strategies, support, and develop a team of Customer Service Agents
- Ensure KPIs, SLAs, and quality standards are met
- Handle escalations and resolve complex customer issues
What You’ll Need to Succeed
- Logistics experience is a must – candidates who have previously worked for
DHL, UPS, FedEx, Australia Post, or Aramex are strongly encouraged to apply - Experience working with dangerous goods, express, or small parcels delivery services is highly regarded.
- Hands-on and operationally minded, with the ability to confidently set up merchants and streamline backend processes
- A solid understanding of all elements of logistics from warehouse operations through to merchant integration
- A background in operations combined with customer service will be viewed very favourably.
- Ability to coach, mentor, and develop a team in a fast-growing environment
- Excellent communication and problem-solving skills
- Strong organisational skills with the ability to multitask and prioritise
- Must be based in Melbourne and an Australian Citizen or Permanent Resident
What you'll get in return
- Full-time position, Monday to Friday
- Hybrid work offered – 3 days a week in the Melbourne office
- Salary will be based on experience level.
- You will be part of an exciting global expansion and make a real impact.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to Jennifer Culham.
LHS 297508 #2921807 - Jennifer Culham
