Customer Service Team Leader
hace 4 días
**The Company**
Our team and products have been recognised with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 10 countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
**Our People are**
Bold, Authentic, Purposeful and Inspired
**Our People are not**
Perfect, Traditional, Complacent or Cautious
**About the role**
The Customer Service Team Leader will be responsible for supporting and coaching a team of Customer Service Representatives, providing an excellent service delivery experience for customers using our insurance products.
**What your work week will involve**:
- Leading, motivating as well as providing coaching and training to the Customer Service team.
- Day to day escalation point for the internal Customer Service team.
- Managing and maintaining a workforce management plan which ensures the viability of staff to meet customer demands.
- Effectively manage resources to ensure adequate coverage at all times.
- Managing customer complaints and inquiries from multiple channels.
- Contributing to the combined global Customer Service team, working collaboratively as one team to achieve strategic objectives.
- Collaborating with team members to identify improvements to customer service processes.
**What the ideal profile looks like**:
- Team leadership experience within a contact centre environment.
- Ability to coach, inspire and develop teams.
- Ability to adapt quickly to a start-up pace environment and culture.
- Proven ability to foster and develop relationships with key external and internal stakeholders.
- Problem solving and advocating for customer solutions.
- Enhancing systems and processes and feedback loops.
- Produce reports and present quarterly results.
- Driven, energetic and a “good enough is not enough” mentality.
- Professional approach.
- Ability to work under pressure.
- Organisational and time management skills.
- Excellent attention to detail.
- Confident manner.
- Positive approach to change.
**Why Cover Genius?**
Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
- Flexible Work Environment - we are outcome focussed and understand that for our people to perform at their best flexibility is critical. Soon after the declaration of the COVID-19 global pandemic the entire CG team was granted an extra 15 days of Wellness Leave to take throughout 2020.
- Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
- Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
- Social Initiatives - pictures speak a thousand words
Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat
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