Call Centre Team Leader
Our Company
Daikin has a solid history and reputation in holding its number 1 position in the global market for air conditioning. The foundation of its success and continued growth is truly in our people, who strive and are encouraged to do remarkable things, including thinking differently and being open to new possibilities.
Drawing on the stability of the core business and the knowledge of our global business, you will play a pivotal role in strategy development and execution for the Service team. You will work closely with cross functional teams like sales, business development, finance and other departments establishing a strong sense of collaboration, teamwork & culture.
At Daikin Australia, we live and breathe our core values of Absolute Credibility, Enterprise Management and Building Harmonious Personal Relationships. We prioritise fostering positive relationships with clients, colleagues and stakeholders to create a collaborative and supportive work environment for all.
About the role
Are you looking for an organisation that genuinely values its people and invests in training and development? Are you seeking a role that allows you to collaborate and lead a team that focuses on customer service?
Our Contact Centre team, located in Warwick Farm, NSW is seeking a Call Centre Team Leader to join our fast-paced environment overseeing the day-to-day operations of the service call center.
Our company values the importance of our customer relationship and requires you to be able to build long-term relationships with our customers, be responsive to our customers’ needs and adapt to work effectively as a team to resolve challenges.
In this role, you will be responsible for but not limited to:
• Team Management – Providing clear leadership, guidance, mentorship and support a team of Call Centre Representatives
• Operational Oversight – Monitor call centre performance metrics, identify improvement opportunities, being hands on when required to assist high volume inbound & outbound
• Customer Service Excellence – Handling escalations via all channels in a professional and timely manner.
• Reporting and Analysis – Prepare and present regular performance reports, sharing daily/weekly updates with the team.
• Training and Development – Conduct onboarding and training sessions for team members, reviewing and developing SOPs with a keen eye for continuous process improvement.
About you
We are seeking a customer-orientated team leader that possesses the following attributes:
• Minimum 4 years of experience in a call centre or customer service role
• Minimum 2 years of experience in a supervisory or team leader position
• Ability to build rapport with internal and external stakeholders
• Ability to work under constant pressure and meet tight deadlines.
• Experience with performance management, reviews and goal settings
• Degrees and/or certifications in coaching, mentoring, team management or project management will be highly advantageous
• Exposure to SAP, Salesforce and/or ServiceNow will be ideal
Our Benefits
• Free onsite parking available!
• Novated Car Lease is available
• Discounted staff discounts across Daikin products
• Flare Benefits Provider
• Collaborative work environment fostering a positive team culture
• Competitive salary + Superannuation + Performance bonus
• Ongoing training, development and career growth opportunities
• Mental Health & Wellbeing services