Customer Care Team Coach NLG
The Warehouse Group
Auckland, Auckland, New Zealand
5d ago

Job Description

As a Customer Care Coach, your primary role will be to utilise your passion for people and customer experience! You will coach, support and empower high-performing and energised Customer Care Teams while living in breathing our values by thinking customer, doing good and of course, owning it! Consequently, building a team of strong, engaged and customer-centric Customer Care Specialists!

In this busy role, you will be responsible for :

  • Confidently leading the Customer Care team and ensuring that our high service levels are consistently delivered.
  • Motivating and engaging team members, creating an environment that enables them to perform their roles to their best while having some laughs along the way.
  • Influencing the teams to be sustainability advocates and have all the tools to educate our customers.
  • Proactively identify training and skill gaps while delivering collaborative coaching and development opportunities.
  • Ensuring KPIs are exceeded, such as time and attendance, while also holding high attention to detail to guarantee our policies, and procedures are met.
  • Ensure all incoming customer feedback via phone, email, social media etc is handled proactively and effectively.
  • Reflecting our values through service standards from performance to customer service, in The Warehouse Group language this means Own It, Think Customer and Do Good!
  • Qualifications

    To thrive in the role, you will have :

  • Ability to collaborate and build relationships with a variety of key stakeholders and departments such as legal and marketing.
  • A customer-centric attitude and experience in coaching and mentoring a diverse range of people.
  • Can thrive in a fast-paced environment.
  • You will be an effective communicator who can motivate a large team to meet KPIs and build relationships at all levels.
  • High levels of initiative and the ability to make decisions associated with the effective running of the team.
  • Demonstrate business understanding at a senior level and provide examples of leading multi-site teams to success.
  • A team player, who can work alongside other key members of the Customer Care leadership team with ease.
  • Sound experience in the use of MS Office suite, including Word, Excel, Outlook. Having experience or exposure to Salesforce is a bonus, but not a must.
  • Additional Information

    We offer a dynamic, supportive team environment within a business that cares about and recognises individuals. The business is at an exciting point in its life story.

    By empowering our teams and increasing cross-collaboration, we aim to make TWG New Zealand’s best place to work, so expect to receive :

  • Career opportunities that come with a company our size!
  • Join a company that holds sustainability at the heart of what we do!
  • Take your birthday off - paid!
  • Staff discounts across all of our brands!
  • Long Service leave!
  • 26 weeks of fully paid parental leave or 10 days additional leave to support your partner.
  • Fully paid Jury Service
  • Lifestyle Leave - spend more time doing the things you love!
  • If you are eager to work with two of New Zealand’s iconic retail brands and are passionate about customer experience, then we would love to hear from you!

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