Join Our Team as a Customer Service Team Lead
📍 Location: Nadi / Suva
🕒 Job Type: Full-time, Permanent
About Us:
Our Pacific Office, based in Votualevu, Nadi, offers outsourced business services to international clients. Our dynamic team spans various functions, including Reservations, Payroll, Finance, IT, Recruitment, and more. We pride ourselves on being the employer of choice with a vibrant and supportive culture.
About the Role:
We are seeking a dynamic and motivated Customer Service Team Lead to oversee and organise the activities of our Customer Service team. This position is critical to delivering an exceptional customer journey—from pre-sale interactions to post-purchase support, including warranties and returns. You will be responsible for driving service excellence, motivating your team, and ensuring operational efficiency.
Key Responsibilities:
- Lead, motivate, and empower a high-performing customer service team to meet and exceed performance targets.
- Manage daily team operations, including attendance, punctuality, and adherence to schedules.
- Provide ongoing coaching, training, and performance development through regular 1:1s, check-ins, and development discussions.
- Oversee customer inquiries, returns, warranty processes, re-deliveries, and reverse logistics, ensuring a fast, smooth, and efficient experience.
- Act as the primary escalation point for complex customer issues and complaints, ensuring swift and empathetic resolution.
- Support agents in delivering a gold-standard customer experience, while stepping in to assist customers directly when needed.
- Monitor and report on team performance and customer service metrics, identifying trends and areas for improvement.
- Drive continuous improvement initiatives through data analysis and process enhancement.
- Assist in workforce planning, recruitment, and onboarding of new Fiji-based team members.
- Build and maintain strong internal and external stakeholder relationships.
- Provide regular feedback to the CX Manager on team performance, challenges, and key achievements.
What We’re Looking For:
- Minimum 3 years in a customer service role (logistics/transport industry preferred)
- At least 1 year of leadership experience
- Strong communication and problem-solving skills
- Data-driven and tech-savvy, especially with spreadsheets and reporting
- Passionate about delivering exceptional customer experiences
- Proactive, detail-oriented, and adaptable to change
Why Work With Us?
- A young, vibrant, and innovative company culture
- Modern office in a central location
- Supportive, friendly, and dynamic work environment
- Opportunities for growth, learning, and autonomy
- Be part of a close-knit, collaborative team
- Full-time role with potential for overtime
Referees:
Please provide at least three active referees from your most recent place of employment, and ensure that at least two reference checks can be verified.
If you're ready to take the next step in your leadership journey and thrive in a fast-paced customer-centric environment, apply now!
💼 Vacancy No: BTR0425KOALA
📅 Application Deadline: 5:00 PM, 15th April 2025.
📧 Send your CV and application to: [email protected] or [email protected]
