Job Description

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Call Centre Team Leader

Advertiser: Fullers Group LtdMore jobs from this company

Job Information

Job Listing Date
22 Jan 2019
Location
Auckland, Auckland Central
Work Type
Full Time
Classification
Call Centre & Customer Service, Supervisors/Team Leaders

Call Centre Team Leader

Does the idea of the fast-paced tourism industry get your blood racing?

Join us and take your career to the next level!

 

About us: 

Sometimes we feel the need to pinch ourselves. Because that’s us, out there. On the Gulf. And getting paid for it. Fullers360 was born of a love for the Hauraki Gulf in 1981. And 35 years downwind, our network unifies the entire GulfThrough a reliable network and the passion of 350 crew and staff, Fullers360 ferries nearly 6 million people every year, getting commuters to work and visitors to play. We’re in an exciting phase of growing our tourism market, restless to elevate the experience we deliver to every single one of our customers. 

Our Purpose: 

Unifying the Hauraki Gulf by bringing together friends and whanau, supporting communities and businesses, opening up treasured destinations and sharing our local taonga.

 

About the role:

Our Customer Care Department delivers the ‘wow’ to our customers with their excellent product knowledge and ability to sell the right product to every customer. We love helping our customers plan their trips, who wouldn’t love talking about our amazing Hauraki Gulf!

As the Customer Care Floor Supervisor, you will work to deliver exceptional customer experience through creating an environment of trained and knowledgeable Customer Care Representatives.

You will lead a team of Customer Care Representatives to deliver the amazing customer service we’re famous for. You’ll make sure the team achieve their KPIs in an effective and efficient way. Your focus will be on managing work flows from all avenues and supporting our Customer Care Representatives by answering their queries, handling any escalations and constantly looking for efficiencies and better ways of doing things to give exceptional service and advice to both our internal and external customers. 

As we are open 7 days per week, the Floor Supervisor works on a shift basis and is responsible for the quality review of inbound telephone, email and social media inquiries of the Customer Care Representatives. Whenever there is a complex issue that the customer care representatives cannot resolve on their own, they would forward it to the Floor Supervisor who would either resolve it or liaise with the Customer Care Manager and other departments to resolve the issue appropriately.

You will sit on the Customer Care Management team and have input into the strategy, planning, and achievement of the mission and goals of the group.

If you have a passion for delivering exceptional customer service and like to have fun whilst doing it, then we’d love you to join our team.

Essential to your success in this role:

We are looking for someone who can think on their feet and support the team when the pressure is on. Your previous experience in leading a small team in a contact centre environment, excellent communication and ability to converse with people of all levels, together with your attention to detail and solution orientated approach, will set you above the competition. 

As in any contact centre there are always hiccups along the way and so problem-solving skills are a must!

Personality and attitude are as equally important to us as technical competence so if you desire to work with the best in the industry, then this is for you.

As we operate 7 days a week, flexibility with days and hours is a must.

 

Our Company Values:

Welcoming - There’s nothing we love more than being able to call the Hauraki Gulf home. But sharing it with others comes pretty close.

Restless - We’re hungry for innovation and excellence and always on the look-out for The Better Way.

Safe & Shipshape - Our operations run like clockwork, so we can look after those on board.

Straight up - We say what we mean, and we do what we say.

Owning it - We’re an efficient team and rely on each other. And people rely on us for a seamless experience. Let’s not let them down.

Company Culture:

As an organisation, we encourage our people to always treat others with respect, to act with integrity, to be open and trustworthy, and to use good judgment. Our people work hard, approach problems as challenges and learn from their successes as well as their failures. We’re friendly and welcoming, and the pride of being a part of our Fullers360 team radiates through our people and shows in their enthusiasm for everything they do!

Benefits:

Fullers offer many benefits including:

  • Discounted gym membership;
  • Discounted healthcare;
  • Leisure travel

 

As we operate 7 days a week, flexibility with days and hours is a must.

Candidates must have the legal right to work in New Zealand.

Does the idea of the fast-paced tourism industry get your blood racing?

Join us and take your career to the next level!

 

About us: 

Sometimes we feel the need to pinch ourselves. Because that’s us, out there. On the Gulf. And getting paid for it. Fullers360 was born of a love for the Hauraki Gulf in 1981. And 35 years downwind, our network unifies the entire GulfThrough a reliable network and the passion of 350 crew and staff, Fullers360 ferries nearly 6 million people every year, getting commuters to work and visitors to play. We’re in an exciting phase of growing our tourism market, restless to elevate the experience we deliver to every single one of our customers. 

Our Purpose: 

Unifying the Hauraki Gulf by bringing together friends and whanau, supporting communities and businesses, opening up treasured destinations and sharing our local taonga.

 

About the role:

Our Customer Care Department delivers the ‘wow’ to our customers with their excellent product knowledge and ability to sell the right product to every customer. We love helping our customers plan their trips, who wouldn’t love talking about our amazing Hauraki Gulf!

As the Customer Care Floor Supervisor, you will work to deliver exceptional customer experience through creating an environment of trained and knowledgeable Customer Care Representatives.

You will lead a team of Customer Care Representatives to deliver the amazing customer service we’re famous for. You’ll make sure the team achieve their KPIs in an effective and efficient way. Your focus will be on managing work flows from all avenues and supporting our Customer Care Representatives by answering their queries, handling any escalations and constantly looking for efficiencies and better ways of doing things to give exceptional service and advice to both our internal and external customers. 

As we are open 7 days per week, the Floor Supervisor works on a shift basis and is responsible for the quality review of inbound telephone, email and social media inquiries of the Customer Care Representatives. Whenever there is a complex issue that the customer care representatives cannot resolve on their own, they would forward it to the Floor Supervisor who would either resolve it or liaise with the Customer Care Manager and other departments to resolve the issue appropriately.

You will sit on the Customer Care Management team and have input into the strategy, planning, and achievement of the mission and goals of the group.

If you have a passion for delivering exceptional customer service and like to have fun whilst doing it, then we’d love you to join our team.

Essential to your success in this role:

We are looking for someone who can think on their feet and support the team when the pressure is on. Your previous experience in leading a small team in a contact centre environment, excellent communication and ability to converse with people of all levels, together with your attention to detail and solution orientated approach, will set you above the competition. 

As in any contact centre there are always hiccups along the way and so problem-solving skills are a must!

Personality and attitude are as equally important to us as technical competence so if you desire to work with the best in the industry, then this is for you.

As we operate 7 days a week, flexibility with days and hours is a must.

 

Our Company Values:

Welcoming - There’s nothing we love more than being able to call the Hauraki Gulf home. But sharing it with others comes pretty close.

Restless - We’re hungry for innovation and excellence and always on the look-out for The Better Way.

Safe & Shipshape - Our operations run like clockwork, so we can look after those on board.

Straight up - We say what we mean, and we do what we say.

Owning it - We’re an efficient team and rely on each other. And people rely on us for a seamless experience. Let’s not let them down.

Company Culture:

As an organisation, we encourage our people to always treat others with respect, to act with integrity, to be open and trustworthy, and to use good judgment. Our people work hard, approach problems as challenges and learn from their successes as well as their failures. We’re friendly and welcoming, and the pride of being a part of our Fullers360 team radiates through our people and shows in their enthusiasm for everything they do!

Benefits:

Fullers offer many benefits including:

  • Discounted gym membership;
  • Discounted healthcare;
  • Leisure travel

 

As we operate 7 days a week, flexibility with days and hours is a must.

Candidates must have the legal right to work in New Zealand.

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