Customer Service Team Lead

Pet Heaven is renowned for its commitment to providing high-quality pet products and exceptional customer service. As a brand, Pet Heaven prioritizes the health and well-being of pets, offering a wide range of premium food, treats, toys, and accessories to cater to various needs and preferences.

With a strong online presence and a user-friendly platform, Pet Heaven makes it convenient for pet owners to shop for their furry friends from the comfort of their homes. The brand is known for its reliable delivery service, ensuring that pet essentials are delivered promptly and efficiently to customers' doorsteps.

Pet Heaven also emphasizes sustainability and ethical sourcing, with a focus on environmentally friendly practices and supporting responsible pet care initiatives. Customers appreciate the brand's dedication to quality, transparency, and affordability, making Pet Heaven a trusted choice among pet owners nationwide.

Overall, Pet Heaven stands out as a reputable and customer-centric brand, dedicated to enhancing the lives of pets and their owners through top-notch products and services.

We will need you to be flexible, enthusiastic and focused on teamwork.

**ROLES AND RESPONSIBILITIES**: - Above and beyond the normal daily requirements of Freshdesk, acumatica and telephone calls**
- Attend to all escalated matters from agents and/or customers to ensure customer satisfaction is maintained
- Support the CS with inbound, outbound and tickets interactions as per operational requirements
- Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders
- Ensure company policies and procedures are communicated to the team, managing and resolving people-related problems, including but not limited to resolving employees conflict of interest, absenteeism, including but not limited to all industrial relations matters.
- Training new recruits and upskilling existing
- Ensure the CS team is always kept up to date with key information, communications, skills / knowledge necessary to perform function effectively.
- Look for ways to improve efficiency and help out business scale while maintaining an excellent customer experience
- Create a culture that empowers the teams to get things done for the customer by delivering brilliant customer service
- Exceed performance targets around Customer Satisfaction and team productivity
- Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
- Partnering closely with the Head of Customer Service and provide strategic input
- Understand process failures impacting customer experience and support process improvement.
- Compiling and sending reports as required by the business for relevant updates
- Present on CS stats, trends, complaints etc to Head of Customer Service
- Conduct performance reviews in line with company policies and procedures
- Organizes, prioritizes and schedules work assignments to meet business needs
- Manages CS daily tasks as per the business requirements
- Management of leave and absenteeism through HR Software system

**ABOUT OUR TEAM**
- The opportunity to Lead and Motivate a dynamic team. In terms of mentorship, you’ll be working with Gershom who has more than a decade of experience in Customer service. Who you will be responsible for is Kegan whose been working for Pet Heaven for almost 2 years, he comes with extensive call center experience in service and sales) and Caitlin who joined the team just over 1 year ago from the warehouse as a picker and packer.
- We’re big on getting the job done, learning and being productive as a team so you’ll be exposed to all of our processes.
- The Customer Service Team is incredibly flexible and can perform any task required of them as long as they have the tools required and given a reasonable time to complete the task. Our department works like a well-oiled machine and communicates with all departments daily.