Customer Service, Team Lead (MLM Wellness)

Melbourne - Australia

Monthly Salary: AUD 95000 - 95000

Experience Required: 5years

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

POSITION SUMMARY

Our Client is one of the leading fast growing wellness company in the Asia region. The Customer Service Team Lead plays a key role in ensuring exceptional service delivery to customers and Brand Partners across Australia and New Zealand. This position is responsible for leading a small team of customer service representatives handling complex customer interactions providing training and coaching and supporting the continuous improvement of customer experience. The ideal candidate is a proactive leader who leads by example balancing people management with hands-on customer support and training responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Team Leadership & Operations

Supervise and support the daily operations of the Australian customer service team to ensure timely and high-quality customer interactions.

Monitor team performance metrics (e.g. response times quality scores customer satisfaction) and report results to the Customer Service Manager.

Provide regular coaching feedback and one-on-one sessions to drive team engagement and skill development.

Act as the first point of escalation for customer or Brand Partner issues ensuring prompt and effective resolution.

Collaborate with global and regional teams to maintain alignment with LifeWave s service standards and business objectives.

2. Customer Support

Handle customer interactions via phone email and chat

Maintain a deep understanding of Company products promotions policies and systems to provide accurate information and support.

Identify recurring customer issues and collaborate with cross-functional teams to improve processes and reduce contact with drivers.

3. Training & Development

Conduct onboarding and refresher training for new and existing customer service representatives.

Support training initiatives for product launches policy updates or new system implementations.

Assist in developing knowledge base content FAQs and training materials to support team performance and consistency.

4. Continuous Improvement

Contribute to process improvement initiatives that enhance efficiency and customer satisfaction.

Provide insights and feedback on customer trends and team performance to management.

Help foster a positive customer-focused team culture that aligns with Company s values.

Requirements

35 years of experience in customer service including at least 12 years in a team lead or senior representative role.

Experience in wellness health products direct selling or e-commerce industries preferred.

Strong communication and interpersonal skills with the ability to motivate and guide team members.

Proven ability to manage multiple priorities and maintain high service standards in a fast-paced environment.

Experience with CRM and ticketing systems

Proficiency in Microsoft Office

Training or coaching experience is highly desirable

Required Skills:

35 years of experience in customer service including at least 12 years in a team lead or senior representative role. Experience in wellness health products direct selling or e-commerce industries preferred. Strong communication and interpersonal skills with the ability to motivate and guide team members. Proven ability to manage multiple priorities and maintain high service standards in a fast- paced environment. Experience with CRM and ticketing systems Proficiency in Microsoft Office Training or coaching experience is highly desirable

Required Education:

35 years of experience in customer service including at least 12 years in a team lead orsenior representative role. Experience in wellness health products direct selling or e-commerce industries preferred. Strong communication and interpersonal skills with the ability to motivate and guide teammembers. Proven ability to manage multiple priorities and maintain high service standards in a fast-paced environment. Experience with CRM and ticketing systems Proficiency in Microsof

POSITION SUMMARYOur Client is one of the leading fast growing wellness company in the Asia region. The Customer Service Team Lead plays a key role in ensuring exceptional service delivery to customers and Brand Partners across Australia and New Zealand. This position is responsible for leading a sma...