Customer Service Team Supervisor

at  Naked Wines

HERE’S A BIT ABOUT US:

Naked Wines is transforming the wine industry, providing independent wine enthusiasts with a smart and informed choice. We support independent winemakers upfront, enabling us to offer exclusive wines at unbeatable prices and tap into a vast market. We have a community of passionate customers, known as Angels, who empower gifted independent winemakers in Australia and New Zealand. In exchange, Angels gain exclusive access to superb hand-crafted wines at incredible prices.
Our innovative approach addresses key challenges faced by talented winemakers, providing them with upfront funding, distribution channels, and direct connections with consumers. By streamlining the sales and marketing approach, Naked Wines delivers exceptional value to our customers and supports 65 independent winemakers. Talented, hard-working small business owners who in turn, support growers, farmers, and their local communities.
Naked Wines Australia is based in Manly on Sydney’s stunning Northern Beaches (and remotely too) and of course, you can be assured there is great wine flowing!

Customer Experience Enhancement:

• Work closely with other departments to improve the customer experience and resolve any systemic issues impacting customer satisfaction.
• Identify trends and patterns in customer feedback and proactively implement solutions to address them

WHAT’S THE ROLE?

We are looking for an energized and talented Customer Service Team Supervisor. This means that you’re 2IC (2nd in Charge) of, and responsible for our largest team; all inbound and outbound customer service agents who we call The Customer Happiness Team: CHT.
The primary aim of this team is to help and educate our amazing Angels, to get the most out of being a Naked Wines Angel by spreading the ‘Naked word’ and providing a track record of great service, keeping our Angels coming back for years to come.
Reporting directly to the Head of Operation and Service, you’ll be responsible for the day-to-day running of the service team; motivating, training, and assisting in offering strategic direction.

RESPONSIBILITIES:

Leadership and Team Management:

• Lead and inspire a team of customer service representatives, fostering a high-performance culture and ensuring a positive work environment.
• Manage and support the team in their day-to-day responsibilities, providing guidance, coaching, and feedback.
• Develop and implement training programs to enhance the skills and knowledge of CS team members.
• Set performance goals, conduct performance evaluations, and address any performance issues or conflicts.

Customer Service Operations:

• Oversee all customer service operations, ensuring the timely resolution of customer inquiries, complaints, and issues.
• Monitor customer interactions and guide CS team members on handling complex or escalated cases.

Customer Experience Enhancement:

• Work closely with other departments to improve the customer experience and resolve any systemic issues impacting customer satisfaction.
• Identify trends and patterns in customer feedback and proactively implement solutions to address them.

Communication and Reporting:

• Act as a point of contact for escalated customer issues and provide timely and appropriate resolutions.
• Prepare and present regular reports on customer service metrics, team performance, and customer feedback to HOS
• Communicate effectively with internal stakeholders, providing updates on customer service operations, challenges, and improvements.