Customer Service Team Leader

Team: Office Services
Location: Cromer, NSW
Job Type: Full-Time

  • Professional development and leadership opportunities
  • Immediate start
  • Northern Beaches location (with parking at the door)

Clever Cow is the provider of office support to trade and construction businesses in Australia. What we do makes our clients more productive and profitable.

We have a brilliant opportunity for a confident and proactive individual to join our Office Services team in a fast-paced and varied role.

About the Role

This role is responsible for managing the professional delivery of customer service and administration to a portfolio of trade and construction clients, where each client has their own requirements. Activities include but are not limited to:

  • Provide quality customer service
  • Answer incoming calls from customers
  • Diary and inbox management
  • Schedule quotes and appointments
  • Resolve stakeholder or escalated customer complaints or issues in a timely manner
  • Plan and implement after sales service to follow up customer satisfaction
  • Client engagement and review meetings
  • Manage team workflow
  • Keep the team current and trained on key deliverables and process changes
  • Facilitate daily and weekly team meetings, motivation, coaching and training sessions
  • Other administrative duties as needed

Skills & Experience

  • Strong customer service skills
  • Exceptional phone skills (essential)
  • Strong written and verbal communication skills
  • Working knowledge of Google Suite and MS office with a strong ability to learn new systems
  • Experience using job management systems such as Simpro, Tradify or similar (desired)
  • Strong organisational and time management skills
  • Demonstrated experience leading a team
  • Understanding and experience of success in a customer/client service industry

About You

  • You are reliable; you own your commitments and deliver on what you say you will
  • You seek excellence in everything you do
  • You are a dedicated team player
  • You have a growth mindset, and are committed to continuous learning
  • You are an adept problem solver; you identify and resolve issues in a timely manner
  • You prioritise and plan work activities as to use time efficiently
  • You are a clear and confident communicator who enjoys speaking on the phone
  • You are an excellent facilitator, communicator, and team builder
  • You are a confident leader with the ability to provide direction and motivate teams
  • You think one step ahead, but understand things happen, no matter how great the planning
  • You demonstrate a strong customer service ethic

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