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Customer Care Consultant 2IC

1 month ago

City of Canning, Australia Blackwoods Full time

As the 2IC, you will be responsible for providing an exceptional level of service to Blackwoods' largest customers. You will proactively seek solutions that drive the right outcomes for BHP, our customer service team, and the business. You will lead, coach, and develop a team of Customer Care Consultants, ensuring maximum output and adherence to workflows and schedules.

Your key responsibilities:

  • Demonstrate commitment to safety by ensuring all identified hazards, near misses, and incidents are escalated promptly
  • Drive a positive culture and behavior throughout your team, aligned with Blackwoods' values
  • Conduct regular performance development discussions and planning meetings with direct reports
  • Manage day-to-day operations, including monitoring workflow through telephony queues, emails, and other business systems
  • Act as a point of escalation for your team and customers for the Service Improvement stream

What you will bring to the team:

  • Minimum 2 years of customer service experience, with strong communication skills and a proactive approach to problem-solving
  • Resilient, hardworking, and a solution-based thinker, motivated to provide exceptional service outcomes
  • Ability to work autonomously and as a team player, driving positive changes within the team
  • Strong initiative, effective coaching and development skills, and proficiency in managing time and priorities
  • Ability to build and maintain customer relationships, with experience in telephony systems and product knowledge (desirable)

NEXT STEPS

If you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates in the next two weeks so apply fast to avoid missing out

As part of our recruitment process and commitment to safety, you will be required to undertake background checks (which may include a pre-employment medical assessment involving drug & alcohol testing).

Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities.

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