Client Service Team Leader | Saas | Software

Sustainability Consulting

Sydney, NSW

Posted 12/4/2019

My client is a market leading software firm who operate on a global scale. They are looking to add a dynamic and vibrant Client support Team Leader to their growing Sydney office as they expand across the APAC region. This is a supervisory position that provides leadership and support to an assigned group of Technical Support Specialists, as well as secondary support to clients.

Duties and responsibilities:
  • Accept escalated phone calls, chat sessions and emails from Technical Support Specialists
  • Ensure team members stay on track with assigned tasks using reports
  • Assign team members to follow up with clients as needed
  • Reroute tasks as needed to resolve issues such as high wait times
  • Help answer phone calls if phone call volume spikes
  • Verify bugs submitted by their team before forwarding the bug to development
  • Escalate bugs to the Defect Tracking Specialist
  • Evaluate job performance and provide reviews for direct reports
  • Provide team members with reports on their performance
  • Quality Monitoring coaching sessions after monitored calls
  • Weekly and monthly reports on Schedule Adherence and Quality
  • Provide training to team members as directed by the Technical Support Manager
  • Communicate changes and/or new policies to their team
  • Perform 1 on 1 meetings with direct reports monthly
The ideal candidate will also possess the following skills:
  • Keeps confidences and avoids gossip; admits mistakes; does not misrepresent him/herself for personal gain.
  • Understands motivating and inspiring groups of people.
  • Addresses and resolves conflict within a team environment.
  • Writes clearly and effectively for a variety of situations, including, but not limited to performance evaluations, disciplinary write ups, bug submissions, and answers to client inquires.
  • Remains calm during escalated issues; is not defensive or irritated in stressful situations.
  • Continually looks to improve his/her knowledge of the product and service.

What are the core skills you will need to succeed?
  • 5 years relative experience, with 2+ years of previous management and leadership experience in similar role is preferred
  • Strong written and verbal communication skills and ability to present/teach to a variety of audiences
  • Previous experience dealing with Enterprise level clients and officers
  • Demonstrated competence in effective change management processes
What are the specific skills required to succeed in a Customer Support Team Leader role?
  • Exhibits a positive and ‘can-do’ attitude at all times
  • Is skilled in motivating and inspiring groups of people
  • Possesses sound analytical and problem-solving skills
  • Addresses and resolves conflict within a team environment
  • Writes clearly and effectively for a variety of situations, including, but not limited to performance evaluations, disciplinary write ups, bug submissions, and answers to client inquires
  • Remains calm during escalated issues; is not defensive or irritated in stressful situations
  • Shows proven ability to manage down, up and sideways
  • Creative, Innovative and works well with others
  • Strong presentation and public speaking skills
  • Keeps confidences and avoids gossip; admits mistakes; does not misrepresent him/herself for personal gain
If this sounds like you, and you would like to find out more please click on the link attached to apply!

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To view and apply for this job on the web visit:

http://www.hospitalitytourismjobs.com.au/job/13084610