Customer Support Team Leader

Sydney
Posted 1 month ago

Job Title

Customer Support Team Leader

About us

Sympli is a collaboration between InfoTrack (Australia’s leading provider of e-Settlement technology and services) and the Australian Securities Exchange (ASX). Sympli will offer lawyers, conveyancers and financial institutions a streamlined and comprehensive technology solution that will seamlessly integrate with existing practices and systems.

Objective

You will be responsible for managing a team of Support Consultants to achieve business outcomes through helping clients to utilise our e-settlement platform to its full potential. You will live and breathe our company value: “It’s all about our clients”.

The Role & Responsibilities

You will report to our Head of Customer Experience.

Some key responsibilities will include:

  • Recruit, train, manage and develop nominated Support Consultants
  • Drive and motivate a high-performance culture to meet nominated KPIs and targets
  • Utilise your Sympli platform and industry expertise to;
    • Onboard new clients
    • Respond to client inquiries
    • Triage and escalate issues as applicable
    • Gather feedback, and
    • Enable our clients to achieve maximum functionality and efficiency
  • Build valuable and lasting relationships with our clients and be the client champion within Sympli
  • Provide daily, weekly and monthly reporting (as applicable) on:
    • Product and Team Performance
    • Incident Management and Connected Party Performance
    • Client Satisfaction and Customer Complaints
  • Initiate Support Team and business improvements
  • Drive and contribute positively to our highly valued company culture

Knowledge and Experience

You are comfortable helping non-technical clients navigate technology, resolve their inquiries and be the person clients prefer to speak to.

  • Team Leader experience in a technical or related Customer Service field
  • Great verbal and written communication skills
  • High attention to detail
  • Advanced Microsoft Office skills (Outlook, Excel, Word)
  • Experience using LogMeIn or TeamViewer
  • Experience using a CRM system, Salesforce knowledge is desirable
  • Legal, Conveyancing, Banking or Information Services industry experience is desirable

Core Competencies for the Role

* Leadership – You lead by example, you develop and coach staff and colleagues to reach their potential

* Service Excellence – Your goal is to enhance the client experience

* Passion for Results – You are a high achiever, always seeking to meet KPIs / targets

* Coaching and Developing Others – Providing feedback, instruction, and guidance to help others achieve better results

* Client Focus – Ensuring that the client perspective is a driving force behind decisions and activities

 

Job Features

Job CategoryCustomer Service

Applications

To apply, please send your resume to careers@sympli.com.au