Full timeEach week My Food Bag delivers locally sourced ingredients along with easy-to-follow recipes to thousands of households in Aotearoa. We aim to take the stress out of mealtimes & bring people together over healthy, delicious and nutritious meals, delivering on our purpose to help Aotearoa NZ eat and live well.We have an exciting opportunity for YOU to be part of our passionate, driven Customer Love team.About the role:Our award-winning team is available to assist customers 7 days a week across a range of hours. We're looking for a full-time (Sunday – Thursday) Customer Love Team Lead to join our passionate team who deliver first-class customer service and put our Foodies at the heart of every decision we make!We handle a wide variety of inquiries, from subscription management, order and delivery issues, recipe/allergen questions, customer feedback, etc.Responsibilities for the role include:Training and developmentManage KPIs, escalations, customer feedbackWork force planningAssistance in data insights and reporting to drive productivityLiaising collaboratively with department to drive changes based on insights to better customer experienceWe are committed to the growth and development of our team and offer the opportunity to learn other skills within My Food Bag depending on your passion and skill set.About you:This role is all about customer. We are looking for an experienced contact centre leader who is empathetic, strategic, can build strong relationships, represent our voice of customer and immerse themselves in our brand. This role is focused on people leadership, development, coaching and building a high-performing team. You will have previous experience leading a team or worked in a lead role within FMCG. You must be comfortable working in a fast-paced environment, ideally occasionally flexible with hours and able to juggle conflicting priorities.We'd love to hear from people that have previous FMCG or customer service lead experience. Exceptional verbal and written communication skills are a must, supreme levels of continuous improvement and ability to represent brand.CRM system, inbound or outbound calling experience would be an advantage, as well as tech-savvy to help us build insights, but a positive attitude goes a long way so if you want to learn, we can teach you!About us!Not only will you work for a well-known, much-loved NZ business, but we have some great perks here on team MFB!50% off My Food BagAccess to our development kitchen to test out all our delicious meals!Monthly team lunchFree coffee with Barista Tuesdays!A day off on your birthdayCustomer Love Culture Committee activities – shared lunches, games, recognition ritualsIf this sounds like you, attach your CV and cover letter telling us why you'd be a good fit in Customer Love! Contributing to our purpose of 'Helping Aotearoa Eat & Live Well'!Application Questions:How many years of people management experience do you have?Which of the following statements best describes your right to work in New Zealand?Have you worked in a call centre before?Do you have customer service experience?How much notice are you required to give your current employer?What's your expected annual base salary?We are seeking a data-savvy individual to join our team and enhance our analysis and reporting capabilities. Could you provide examples of how your skills and experience would add value in this role?
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