Pentanet Culture
Pentanet is a driving force in telecommunications, cloud gaming and esports for Australia. 100% based here in Perth, we are a close-knit and energetic team of hard workers who are passionate about working together toward the same goal. As an industry leader within the Perth telecommunications sector, we are results-oriented and look for stand-out attitudes and approaches.
As a WA Employer of the Year finalist, we're proud to have built a dynamic workplace with strong social culture - our love of ping pong, foosball, D&D, League of Legends, Fortnite and Mario Kart is a testament to our diverse range of personalities!
The role
We currently have a vacancy within our Customer Service Team for a Team Leader position! We are seeking a passionate, customer-focused individual who has a keen interest in technology. Reporting directly to the team manager, the successful applicant will be provided with relevant training to lead and support the team in assisting Pentanet customers with any technical issues, billing, and general inquiries. The full-time hours (38) of this role will ideally operate Monday - Friday between 7:30am - 6:00pm with occasional weekend work when required. Due to the nature of the role, full-time WFH is not available however Hybrid will be considered.
Day-to-day duties of this role include:
- Supervising and coordinating the team's interactions with customers through various mediums, including telephone, live chat, and support tickets.
- Troubleshooting basic network and equipment faults alongside team members.
- Assisting with general account queries and ensuring accurate record-keeping of customer interactions.
- Navigating through multiple systems while maintaining customer engagement on the phone.
- Preparing daily and monthly reporting with the assistance of the team manager.
What we are looking for:
- Someone who is passionate about technology and is keen to learn.
- Experience in an inbound call centre environment.
- Experience in a leadership role.
- Excellent written and verbal communication skills.
- Good time management, organisational and prioritisation skills.
- An autonomous self-starter with the ability to think on your feet.
- Experience in customer service and/or related industry experience.
- Leadership qualities: We seek an individual with strong leadership abilities who can effectively guide and motivate a team of customer service representatives. The ideal candidate will demonstrate a proactive approach to problem-solving, providing guidance and support to team members as they navigate customer inquiries and technical issues.
- Team player: While possessing leadership skills is crucial, it's equally important for the team leader to foster a collaborative and supportive team environment. We are looking for someone who values teamwork, actively contributes to team discussions, and promotes a positive and inclusive workplace culture.
- Coaching and development skills: The successful candidate will be responsible for coaching and mentoring team members to enhance their customer service skills and technical knowledge. This includes providing constructive feedback and identifying opportunities for professional development.
- Conflict resolution abilities: As a team leader, you may be tasked with resolving conflicts and addressing any challenges that arise within the team. Strong interpersonal skills and the ability to navigate difficult situations with tact and diplomacy are essential.
- Decision-making prowess: The ability to make sound decisions quickly and effectively is vital in a leadership role. We are seeking a candidate who can assess situations promptly, weigh various options, and make informed decisions that align with the team's goals and objectives.
Desirable:
- Technical proficiency: While not mandatory, technical expertise or experience in IT-related fields, particularly in telecommunications, would be highly desirable. A strong understanding of networking principles, equipment troubleshooting, and VoIP systems can enhance the team leader's ability to support and assist customers with technical inquiries.
- Leadership training or certifications: Candidates with formal leadership training or certifications, such as courses in leadership development or management, may have an edge in demonstrating their leadership capabilities and commitment to professional growth.
- Continuous learning mindset: Given the dynamic nature of technology and customer service, we value individuals who are committed to continuous learning and self-improvement. Candidates who actively seek out opportunities to expand their knowledge, stay updated on industry trends, and adapt to evolving customer needs will thrive in this role.
Benefits for you!
At Pentanet, our greatest asset are our people! We provide a wide range of employee benefits to support and empower our people such as:
- Flexible work schedule between home, Pentahouse in Perth CBD, and our Balcatta office
- Free breakfast cereal, fruit & wellbeing initiatives for staff
- Access to wholesale computer parts/electronics and free internet
- Employee recognition program to celebrate our MVPs
- Continuous development to support your career goals and ambitions
- Discount gym membership
- Partner of West Perth Football Club - discount memberships
- + much more!
Join the team and grow with us! As our business continues to go through this rapid rate of growth, we encourage you to join us on this ride to success!
How to Apply
If you satisfy the above, we are keen to see your application! Please follow the prompts to apply, please include your CV along with a brief personalised cover outlining the value you can bring to the Pentanet team. Video introductions will also be accepted.
Due to the overwhelming interest in the role, only shortlisted applicants will be contacted
Pentanet supports diversity, inclusion and equal opportunity. We encourage people of all cultures, backgrounds, gender, age, sexual orientation and abilities to apply.
Apply Now
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