Customer Service Trainer in Revesby, Sydney. Earn $80K-$100K super, commissions. Mentor CSR team, manage operations and grow with a national company Position Title: Customer Service Representative Trainer Location: Revesby, Sydney Salary: $80,000 - $100,000 base super commissions Department Group: Customer Service / Operations Reporting Positions: Customer Service Representatives Position Overview: Join our dynamic team as a Customer Service Representative Trainer, where you will play a crucial role in supporting, mentoring, and coaching our Customer Service Representatives (CSRs). You will oversee day-to-day activities, resolve customer questions or complaints, and develop programs to enhance team productivity, administration and performance. This role is pivotal in ensuring our CSR team delivers outstanding customer support and builds positive customer relationships. Key Responsibilities: Supervision & Mentoring: Provide supervision, mentoring, and coaching support to the CSR team to ensure exceptional customer service. Performance Review: Conduct frequent daily reviews of CSR team phone manners, live chat, and email responses. Quality Objectives: Assist in setting quality objectives, individual training plans, and monitor KPI progression for CSR team members. Data Integrity: Perform daily spot checks for data integrity and listen to calls to provide constructive feedback. Customer Service Standards: Develop and document customer service standards for the team. Leadership: Act as the room supervisor in the absence of the CSR Manager. Recruitment & Induction: Induct new CSR professionals and assist in developing recruitment standards. Customer Queries & Complaints: Assist the CSR team with resolving customer queries and complaints. Training & Development: Liaise, mentor, and initiate ongoing training for the offshore team. Call Monitoring: Review call responses and customer service levels provided by Answering Adelaide. Ad Hoc Duties: Assist with general ad hoc duties set by management. Qualifications and Experience: Previous customer service experience (3 years) Strong professional judgment and customer service skills High attention to detail Exceptional interpersonal communication skills Ability to build trust and positively influence the team Positive attitude and work outlook Experience in developing and implementing customer service training Administration Work Environment: Collaborative communication between customers, technicians, and managers. Office environment working alongside various departments (Customer Service, Operations, Human Resources, Marketing, and Accounts). Primary Objectives (KPIs): Maintain team average customer call time below 5 minutes. Ensure individual CSR team members achieve set KPIs regularly (Daily, Weekly, Monthly). Review a minimum of 2-5 calls per day to ensure customer service satisfaction and company standards. Conduct monthly one-on-one training sessions with CSR representatives. Why Join Us? Competitive Salary: $80,000 - $100,000 base super commissions. Incentives & Bonuses: Attractive commission structure to reward your hard work. Career Growth: Opportunities for professional development and career progression within a national company. Dynamic Team: Work with a supportive and motivated team committed to excellence in customer service. Flexible Work Environment: Enjoy the balance of working from home and the office. If you are a driven and experienced Customer Service professional with a passion for training and development, we want to hear from you Apply now to join our team and make a significant impact on our customer service excellence.