Customer Service Leader, Aka Services

5 months ago

Adelaide CBD, Australia GE Healthcare Full time

**Job Description Summary**: Customer Service Leader, ASEAN, Korea and ANZ (AKA) is responsible for ensuring efficient turnaround and customer experience for GE HealthCare customers, by working closely with all 7 zones in the region in strategic planning of all field activities to drive end to end service delivery and customer satisfaction. This role will also lead the regional service contracts management team and invoicing team to support achievement of revenue and cash targets.

Reporting directly to the Regional Director of Service Operations and Customer Experience for AKA, the role also requires cross functional operations management in conjunction with Technical operations, Logistics, Business and Commercial operations for the ASEAN, Korea and ANZ Zones.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

**Key **responsibilities/essential** functions include**:

- Day to Day performance management of the Vendor/Partner sites including but not limited to Service level agreements, Service planning, Service Delivery, Budgeting and Cost management.
- Complete ownership of customer service metrics for areas of focus and KPIs.
- Managing and coordinating with relevant vendors and channel partners to ensure smooth functioning of the operations along with a focus on driving continued productivity and efficiency by implementing Lean practices, driving consistent performance to meet changing business requirements
- Driving key projects and process improvements in partnership with other relevant team members, vendors and Channel partners and ensuring a seamless transition to the core team post project deployment and actively contributing to service improvement projects across the region.
- Design and implement the Customer Experience strategy and lead the squads towards exceptional CSAT and NPS targets.
- Continuous review of processes and systems to evolve and develop operational frameworks to provide transparency, alignment, and guidance for customer-centric services.
- Maximizing revenue generation to reach long and short-term financial projects and effective management of cost centers and other financial aspects of the business function.
- Building relationships with key customers and country stakeholders for direct feedback on customer service standards and improvement opportunities.
- Service contract negotiations with external providers and vendors.
- Selecting, training, developing, and managing performance of vendors, channel partners and their associates; including service planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
- Providing leadership and guidance to ensure consistent administration of company policies and standards; defining and implementing any corrective actions needed to meet operational performance.
- Creating a positive work environment at vendor sites through employee engagement, resolving employee/vendor relation issues in a professional and timely manner and maximizing relationships with vendor partners.

**Required Qualifications**
- Bachelor’s degree in Engineering or operations or equivalent
- At least 8 years of operational experience, customer service center, or customer relationship management experience
- Ability to develop and execute multiple priorities and approaches to meet objectives
- Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
- Exceptional interpersonal skills and experience to lead a team that is accountable for operational commitments
- Proven ability to effectively communicate across a distributed workforce

**Desired Characteristics**
- Strong leadership, operational and financial skills.
- Highly organized, able to effectively work in a dynamic an changing environment
- Demonstrated communication & organizational skills.
- Strong interpersonal and negotiation skills.

**Inclusion and Diversity**

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership - always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with glo

  • Customer Service Officers Aps3/4

    7 months ago

    Adelaide CBD, Australia Davidson Group Services Full time

    **About the Company** Davidson are a preferred supplier for the Government Sector and are currently recruiting experienced Call Centre Operators to commence a contract within a large Federal Department. There are multiple opportunities available based across Brisbane CBD. As a Call Centre Representative, you will be the first point of contact for our valued...

  • Customer Service Supervisor

    6 months ago

    Adelaide CBD, Australia HERTZ Full time

    _Hertz is more than a rental car business. It is a global company proud to dedicate itself to meeting customer needs by offering a wide variety of vehicles and services. Boasting a rich history of significant first steps, ambitious ideas and innovation, Hertz has evolved into the reputable global brand it is today._ - To continue our success in the future of...

  • Customer Service Team Leader

    5 months ago

    Adelaide, Australia Rentokil Initial Full time

    Your chance to join a market-leading, global organisation - Work within a dynamic, supportive and collaborative team environment - Opportunities for growth and development. ** Do you have spark - do you have passion - do you have great positive energy? ** Rentokil Initial - Pest is currently in search of an experienced Customer Service Team Leader to join...

  • Customer Service Consultant

    6 months ago

    Adelaide CBD, Australia Workskil Australia LTD Full time

    **About the Role** We are looking for staff who will predominantly be handling inbound telephone calls with a strong focus on exceptional customer service. The role supports a diverse range of customers across Australia who require support with their journey towards employment, education & training across Workskil Australia’s various programs and sites...

  • Customer Service Consultant

    6 months ago

    Adelaide CBD, Australia Workskil Australia LTD Full time

    **About the Role** We are looking for staff who will predominantly be handling inbound telephone calls with a strong focus on exceptional customer service. The role supports a diverse range of customers across Australia who require support with their journey towards employment, education & training across Workskil Australia’s various programs and sites...

  • Customer Service Consultant

    5 months ago

    Adelaide CBD, Australia Workskil Australia LTD Full time

    **About the Role** We are looking for staff who will predominantly be handling inbound telephone calls with a strong focus on exceptional customer service. The role supports a diverse range of customers across Australia who require support with their journey towards employment, education & training across Workskil Australia’s various programs and sites...

  • Customer Service Specialist

    6 months ago

    Adelaide CBD, Australia Allianz Australia Full time

    Club Marine is Australia's premier Marine Pleasure Craft insurer, and industry partner, and a ‎member of ‎the ‎Global Allianz Group.‎ When you work at Allianz, you’re part of a strong global insurer, helping to protect over 3 million Australians. You’ll have opportunities to grow and drive your career your way and you’ll get the support you...

  • Customer Service Concierge

    5 months ago

    Adelaide CBD, Australia Uniting Communities Full time

    **Uniting Communities** has an exciting casual position available within our **Concierge Services** team. The **Concierge **team is responsible for providing exceptional corporate and accommodation customer service assistance to guests/clients/customers/visitors and residents of UCity. The Concierge team are vital to the smooth operations of many of the...

  • Customer Service Representative/office Co-ordinator

    6 months ago

    Adelaide CBD, Australia National 360 Full time

    **About Us** National 360 provides high-quality Allied Health services to clients of all ages and abilities within the NDIS, Aged-Care, and Insurance sectors. At National 360, we facilitate a collaborative workplace environment, and we understand that transparency and honesty are core to building a trusting partnership between team members and leaders. When...

  • Customer Service and Sales

    6 months ago

    Adelaide CBD, Australia TSA Group Full time

    Company Description TSA have been partnered with Telstra for over 25 years, we pride ourselves on providing positive and memorable customer experiences. Our business has been built from passionate customer service and sales people, and we are continuing to grow and expand our team in Brisbane. This is an exciting opportunity to represent Australia's...

  • Customer Service Representative

    5 months ago

    Adelaide CBD, Australia TSA Group Full time

    Company Description At TSA Group, we’ve been providing customer experience solutions to some of Australia’s biggest brands for 25 years, managing their contact centre operations. TSA have partnered with Telstra for over 25 years, they are an iconic Australian brand with a global footprint. Telstra are all about providing the best experience and...

  • Customer Service Representative

    6 months ago

    Adelaide CBD, Australia TSA Group Full time

    Company Description At TSA Group, we’ve been providing customer experience solutions to some of Australia’s biggest brands for 25 years, managing their contact centre operations. TSA have partnered with Telstra for over 25 years, they are an iconic Australian brand with a global footprint. Telstra are all about providing the best experience and...

  • Customer Service Representative

    6 months ago

    Adelaide CBD, Australia TSA Group Full time

    Company Description TSA have been partnered with Telstra for over 25 years, we pride ourselves on providing positive and memorable customer experiences. Our business has been built from passionate customer service and sales people, and we are continuing to grow and expand our team in Brisbane. This is an exciting opportunity to represent Australia's...

  • Service Delivery Team Leader

    6 months ago

    Adelaide CBD, Australia UM for Australian Taxation Office Full time

    **About the role** As a Service Delivery Team Leader, you’ll lead and support a team in delivering quality outcomes for our clients. **Your duties** - Resolve complex or sensitive issues - Provide technical guidance or advice - Build staff capability **Skills and experience** - Experience in leading and mentoring a team - Identifies continuous...

  • Customer Service Team Leader

    5 months ago

    Adelaide Region SA, Australia HAYS Full time

    This creative agency is looking for an outstanding Customer Service Team Leader to join their team. **Your new company** As a Team Leader, you will be reporting to the Customer Service Manager and lead a team of 4 Customer Service Consultants. You will work within a small, experienced team which supports their external sales team and customer base. Within...

  • Customer Service Team Leader Position

    3 days ago

    Adelaide, South Australia Drakes Supermarkets Full time

    We are seeking an experienced and passionate professional to join our dynamic Customer Service Management team at Drake Supermarkets as a Team Leader. This exciting opportunity will provide you with the chance to work in a highly competitive supermarket environment, leveraging your leadership skills to drive business growth.The successful candidate will be...

  • Territory Manager

    6 months ago

    Adelaide CBD, Australia Nestle Operational Services Worldwide SA Full time

    **POSITION SNAPSHOT** Location: Adelaide South Full Time Permanent **THE OPPORTUNITY** Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future. We have a Fantastic...

  • Customer Service and Sales

    6 months ago

    Adelaide CBD, Australia TSA Group Full time

    Company Description At TSA Group, we’ve been providing customer experience solutions to some of Australia’s biggest brands for 25 years, managing their contact centre operations. TSA have partnered with Telstra for over 25 years, they are an iconic Australian brand with a global footprint. Telstra are all about providing the best experience and...

  • Customer Valet

    5 months ago

    Adelaide CBD, Australia Konica Minolta Business Solutions Australia Full time

    Konica Minolta is innovative, robust and continually evolving. From printing, scanning and copying to cloud storage and robotics, our award-winning products and solutions help companies to transform and move information faster. Our people make this possible. We strive to create and maintain an inclusive workforce as diverse and capable as our class-leading...

  • Retail Customer Service Officer

    6 months ago

    Adelaide CBD, Australia Australia Post Full time

    **Help us deliver like never before** Australia Post is delivering like never before. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride. **About the...