Customer Service Business Lead

As a Customer Service Business Lead at TSA Group, your primary responsibilities include making outbound calls to both existing and new customers, understanding their needs, and providing tailored solutions. You will update customers regarding their deliveries and services, performing check-ins and ensuring seamless communication. The goal is to maintain strong relationships and promote Australia Post's business products effectively.

To qualify for the Customer Service Business Lead position at TSA Group, candidates should exhibit excellent communication skills, a desire to learn, and resilience in a fast-paced environment. Multi-tasking abilities and problem-solving skills are essential, along with a reliable work-from-home setup. A positive attitude and the capacity to navigate computer systems efficiently are also key to success in this role.

TSA Group offers comprehensive training for Customer Service Business Leads, which consists of 7 full days of paid training. During this time, participants learn everything they need to thrive in their new role, followed by ongoing coaching and support to aid in their professional development.

Absolutely! TSA Group values professional development and offers a clear pathway for career progression. As a Customer Service Business Lead, you will have the opportunity to advance within the company, underlining our commitment to employee growth and success.

Working at TSA Group as a Customer Service Business Lead means enjoying a supportive team environment, flexible working hours, and a company culture that promotes both fun and productivity. You can expect a healthy workplace where team events and recognition programs are common, fostering a positive atmosphere for everyone.

Handling difficult customers requires patience and empathy. Always listen actively to their concerns, acknowledge their feelings, and respond with a solution-oriented approach. It's essential to remain calm and professional, ensuring the customer feels valued and understood.

When asked to provide an example, think of a specific instance where you turned a customer's frustration into satisfaction. Explain the problem, your approach to solving it, and the outcome, highlighting your communication skills and ability to adapt.

Building rapport with clients begins with active listening, showing genuine interest in their needs, and maintaining a friendly demeanor. Use their name during conversations, personalize interactions, and follow-up on previous discussions to strengthen the relationship.

Prioritization can be achieved through effective time management. Upon receiving tasks, assess their urgency and importance, create a to-do list, and tackle high-priority items first. Leverage tools or software to maintain organization and efficiency.

Share a past experience where you thrived in a demanding setting. Focus on how you managed stress, multitasked effectively, and still delivered impressive results, demonstrating your capacity to handle pressure.

Feedback is crucial for personal and professional growth. Embrace constructive criticism, reflect on it, and implement changes to improve your skills. Ask for feedback regularly to ensure you're meeting expectations and continuously evolving.

Keeping motivated during repetitive tasks can be challenging. I often set small goals, reward myself upon completing them, and remind myself of the bigger picture to stay engaged. Incorporating breaks or collaborating with teammates can also create a more dynamic work environment.

Discuss any relevant experience you have with CRM systems. Talk about how you used such tools to track customer interactions, streamline communication, or improve service delivery, emphasizing your ability to adapt to new technology.

Effective communication with the team involves regular check-ins, utilizing collaborative tools, and fostering an open-door policy. I prioritize transparency and support, encouraging team members to voice their thoughts and share updates on their progress.

Express your enthusiasm for the role by highlighting TSA Group's vibrant culture, commitment to employee growth, and the opportunity to connect with customers. Emphasize how you look forward to making a positive impact and contributing to the team's success.