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Customer Service Team Leader – Australian Market

SpotOn Connections Full-Time  Anywhere 6 Dec 2017

Job Description


Responsibilities:

  • Supervising the operational support for customers’ service related activities
  • Supervising the processing of help desk support to the company’s customers
  • Supervising and controlling the call centre activity related to calls, chats, e-mails, tickets etc.
  • Developing, working with and updating customer data
  • Being in charge for support reporting operational area, including KPI’s reports
  • Providing specialised training for the new employees
  • Constantly updating Customer Service manuals
  • Answering questions regarding the Company’s products and services
  • Customer relationship building
  • Providing superior customer service in a professional and friendly manner
  • Maintaining a high level of knowledge about the company’s products and services, and ensuring customers are provided with accurate information
  • Assisting customers with online banking, mobile application and on boarding processes
  • Attending to customers in an orderly manner to ensure a positive customer experience
  • Identifying selling opportunities as per customer needs
  • Adhering to all company policies and procedures, corporate security policies, regulatory guidelines, industry service standards and codes of conduct.
  • Record keeping as per requirements and the company’s policies and standards.
  • Ensuring accounts are opened according to the company’s product and service guidelines
  • Sharing knowledge and experience with other team members and the provision of support as and when needed.
  • Demonstrating a positive attitude, adaptability, flexibility, and punctuality
  • Performing any other duties that may be assigned from time to time.
  • AML checks
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