Customer Service Team Leader
The Warehouse Group
Hamilton, New Zealand
4d ago

About Us :

1-day is New Zealand’s leading online product deals business. In the past 13 years we have developed a reputation for bringing amazing products to market at amazing prices.

Our customers love us and we work hard to keep this reputation. Recently we have joined forces with the newly launched marketplace platform TheMarket.

com which created several opportunities within the business.

About the Role :

We are now looking for a Customer Service Team Leader to join the 1-day team, based in Hamilton.

The heart of the business is a great customer service team; skilled both at the art of delivering great service to our customers and bringing passion into what they do.

As the Customer Service Team Leader, you will champion the customer service standards and be responsible for motivating and leading a team of diverse individuals to achieve high standards of performance.

You will own the customer service lifecycle from beginning to end and ensure a customer-centric environment.

You will be working alongside a fast-paced team and will need to be able to manage internal working relationships at all levels across the business.

You will also be responsible for :

  • Overseeing the 1-day customer service team and working in alignment with expected service levels
  • Coaching, mentoring and training staff
  • Resolving queries both from customers, merchants, and internal teams
  • Assisting with customer emails, live chats and phone calls
  • Processing returns and refunds
  • About You :

    We are looking for someone with a customer-first attitude who will go out of their way to create an experience that leaves people wanting to come back for more.

    We are passionate about what we do and are looking for a Customer Services Team Leader that can translate that across to our customers and merchants.

    With at least 1 - 2 years' customer services team leader experience, you will also be :

  • Analytical, organised and have great attention to detail
  • A problem-solver; good investigator
  • Proactive in your follow-up approach
  • Experienced in using a customer service system (Zendesk experience an advantage)
  • Experienced at an intermediate-advanced level of MS Excel & Word.
  • An excellent communicator and have a high level of English skills both verbal and written
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