Exciting opportunity to join the customer service team of an innovative IT firm Are you passionate about providing exceptional customer service and ready for your next opportunity to lead a team of customer service experts? We have the perfect role for you We have partnered with an innovative IT firm in their search for their customer service team leader to join them on a permanent full-time capacity Based in Seventeen-mile rocks Permanent full-time opportunity Paying up to $90,000 per year plus super What you will be doing Lead a team of customer service experts and oversee all aspects of customer service operations. Provide guidance, support and training to the team as needed. Develop and implement policies and procedures to provide exceptional customer care. Implement and monitor customer care and satisfaction metrics to identify gaps and improve performance Work closely with the team and other departments in managing escalated issues in a timely manner. Process orders in a timely manner, negotiating expectations with customers and suppliers. Track and monitor shipments and provide accurate ETA's. Coordinate with the warehouse to manage dispatches and returns. Promptly generate customer invoices and, Stay up to date with industry trends and best practices What are we looking for Previous experience in a leadership and/or supervisory position in customer service. Proven ability to handle difficult situations with customers with tact and diplomacy. Proven ability to analyse situations and provide solutions promptly. Ability to manage multiple deadlines and exceed customer expectations. Demonstrated ability in training and mentoring. Experience in identifying gaps and implementing improvement plans. Excellent communication skills, both verbal and written. Please note: A national police check will be required for the successful candidate If you are passionate about customer service, guiding a team to their best potential and being a party of a vibrant and fun workplace, then this is the role for you Please apply with your current CV and we will reach out for a more detailed chat