Team Leader - Customer Support (NZ) page is loaded Team Leader - Customer Support (NZ) Apply locations New Zealand time type Full time posted on Posted 30+ Days Ago job requisition id R009553 We are looking for a passionate and inspiring Team Leader to join our rapidly growing Customer Care team, helping to ensure our customers have a seamless experience every time, regardless of the complexity of their issue!
This role is based in office in Auckland CBD, with a 80% hybrid working model that provides the work-life balance you may be looking for. The induction process for this role will also include 1-2 weeks in our Melbourne based Support Centre (head office), so the ability to travel and spend some time in Melbourne is required.
The Role You Could Play Leading a team of our Customer Care Specialists, you will be responsible for ensuring we are delivering the ultimate customer experience, tailored to the individual customer's needs, every single interaction, across all contact channels. You will be responsible for keepingyourteammotivated and engaged, utilising data and reporting to ensure we meet all SLAs and KPIs, as well as to identify and recommend improvements to processes and policies to best meet the needs of our customers.
You will also be the first point of escalation for customers issues received via the Customer Care inbound channels, and will be responsible for providing innovative solutions to go above and beyond for customers wherever possible, modeling the high level of service expected across the department.
Key responsibilities of this roleinclude:
Provide daily direction and communication to ensure enquiries are answered in a timely, efficient and knowledgeable manner Transform your team to be results-driven and to take accountability for meeting and exceeding service standards Input and assistance in managing rosters and timesheets, with a focus on ensuring wage compliance for your team Assess and develop procedures, policies and standards to ensure we remain ahead of industry trends Leverage reporting and insights to coach, develop and effectively upskill team members to empower them to provide exceptional customer service Your engaging and inspiring leadership skills will be called upon from day oneas wecontinue to take our customer service experience to the next level!
What You Will Bring As a team leader, you have a strong understanding of the importance of policies and procedures as well as a best practice understanding of customer service principles and methodologies. You will demonstrate a passion to lead, nurture and motivate your team to continuously focus on providing exceptional customer service as we adapt in an ever-changing and fast-paced environment.
You will be able to demonstrate the following:
Experience within a call centre/customer care environment Experience in people leadership with a strong understanding of policies, coaching and development Strong technical skills including proficiency in Microsoft Office Suite Familiarity with ERP & CRM systems Experience with Live Chat, Ticketing and cloud-based PBX systems Strong problem-solving and decision-making skills and drive for continuous improvement Excellent understanding of call centre procedures Availability to work Monday – Friday 8am – 4pm NZST roster (subject to change and availability on weekends if required) You will also be able to demonstrate strong interpersonal skills and ability to work with all levels of management, build partnerships, especially with customers, stores, managers and direct teams.
Your Life At MECCA Whilst we are singularly focused on our #CustomerFirstmantra, we know that wouldn't be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!
Some of our other team member benefits include:
Professional development programs and first-class digitised learning offering Health and well-being initiatives Reward and recognition programs Access to bonus and incentive programs Quarterly product allowance Unlimited 40% discount There are also so many other ways in which you'll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.
To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit
Since our very first day in 1997, our purpose has been to enable our customers to look and feel their best by offering them the world's best line-up of beauty and skin-care brands, coupled with exceptional service. Fast forward to today, and we have almost 5,000 MECCA team members across 100+ retail stores throughout Australia and New Zealand, a rapidly growing online business, two Distribution Centres, and a bustling Support Centre in the heart of Melbourne working to deliver on our purpose every single day.
Our ongoing growth is fuelled by opening new stores and reaching new customers, launching new products, and harnessing the latest technology to constantly innovate and evolve our concepts, experiences, and service offerings. Whether you join MECCA in one of our Retail stores , our Support Centre or one of our Distribution Centres, you will be an integral part of the MECCA family.
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