We are looking for a passionate and inspiring Team Leader to join our rapidly growing Customer Care team, helping to ensure our customers have a seamless experience every time, regardless of the complexity of their issue!
This role is based in our office in Auckland, with a 50% hybrid working model that provides the work-life balance you may be looking for.
The Role You Could Play:
Leading a team of our Customer Care Specialists, you will be responsible for ensuring we are delivering the ultimate customer experience, tailored to the individual customer’s needs, every single interaction, across all contact channels. You will be responsible for keeping your team motivated and engaged, utilising data and reporting to ensure we meet all SLAs and KPIs, as well as to identify and recommend improvements to processes and policies to best meet the needs of our customers.
You will also be the first point of escalation for customers issues received via the Customer Care inbound channels, and will be responsible for providing innovative solutions to go above and beyond for customers wherever possible, modeling the high level of service expected across the department.
Key responsibilities of this role include:
Your engaging and inspiring leadership skills will be called upon from day one as we continue to take our customer service experience to the next level!
What You Will Bring:
As a team leader, you have a strong understanding of the importance of policies and procedures as well as a best practice understanding of customer service principles and methodologies. You will demonstrate a passion to lead, nurture and motivate your team to continuously focus on providing exceptional customer service as we adapt in an ever-changing and fast-paced environment.
You will be able to demonstrate the following:
You will also be able to demonstrate strong interpersonal skills and ability to work with all levels of management, build partnerships, especially with customers, stores, managers and direct teams.
Your Life At MECCA
Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!
Some of our other team member benefits include:
There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.
To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit www.mecca.com.au/careers
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