Team Leader - Customer Service

Job Summary

As a key frontline member of the Customer Service team, the Customer Service Team Leader is responsible for delivering a high standard of service to customers via various communication channels. The role includes resolving enquiries efficiently and professionally, supporting daily customer service operations, and contributing to a positive customer experience. The position works closely with the Customer Service Manager to ensure workflows are optimized and customer satisfaction remains a priority.

Key Responsibilities

• Respond to customer enquiries via email, live chat, and phone systems professionally and in a timely manner.
• Provide support to customers with ticket purchases, account updates, event information, and troubleshooting issues.
• Manage and resolve basic customer complaints, escalating complex issues to the Customer Service Manager as necessary.
• Address customer disputes and escalations, ensuring a positive resolution experience.
• Process refunds, exchanges, and cancellations in accordance with company policies and guidelines.
• Accurately document customer interactions in internal systems.
• Monitor and action customer service workflows across various channels including info@ inbox, live chat, call queues, and Helpdesk tickets.
• Identify and flag trends or recurring customer issues to the Customer Service Manager for further review.
• Support the Customer Service Manager with administrative tasks and special projects when required.

Desirable Characteristics / Skills

• Strong verbal and written communication skills.
• Excellent interpersonal and problem-solving skills with a customer-centric mindset.
• High attention to detail and a commitment to quality service.
• Ability to prioritize tasks and manage multiple enquiries efficiently.
• Proactive attitude with the willingness to learn and adapt to changes.
• Team-oriented with a collaborative approach to supporting colleagues.
• Familiarity with customer service software and systems (preferred but not essential).

Occupational Work Health & Safety (OH&S)

• Promote a safe and positive work environment and raise awareness and practice of OH&S standards.
• Set a positive example by actively following safety protocols, demonstrating commitment to OH&S, and encouraging employees to do the same.
• Ensure teams comply with all relevant OH&S laws, regulations, and company policies.
• Encourage and support team members to report workplace incidents to HR, including workplace accidents, near misses, bullying, harassment, and discrimination.