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Regional Operations Support Lead

1 month ago

Sydney, New South Wales, Australia Indie Campers Full time
Job Description

About Indie Campers

We are a dynamic company with a passion for camping and outdoor adventures. Our goal is to provide exceptional service to our customers, ensuring they have an unforgettable experience with us.

Salary

The salary for this position is €60,000 - €80,000 per year, depending on experience.

Role and Responsibilities

As the Regional Operations Support Lead, you will be part of a regional team focused on executing regional processes and managing local depots and their respective teams. Your primary responsibility will be to guarantee that operational support procedures are executed with high standards in your region, both for our customers and local operations.

You will play a pivotal role in ensuring that all global support teams execute processes designed with high standards to assist local operations, supporting customers and team members in your region. You will have a direct impact on customer satisfaction and work daily to improve the experience of our clients, taking the lead on daily service recovery procedures, understanding how processes can improve to drive customer satisfaction, and implementing customer satisfaction-related actions.

Your Key Responsibilities

  • Oversee day-to-day local operations execution, analysing customer satisfaction data daily to understand improvement opportunities.
  • Daily execution of service recovery procedures, proactively reaching out to customer journeys that broke service SLAs and adjusting customer experience accordingly.
  • Coordinate corrective actions with the regional team.
  • Coordinate and deliver customer satisfaction improvement actions, ranging from training to our local team regarding operational procedures, overseeing local operations physical developments, auditing local procedures among other diverse tasks.
Requirements

Experience and Skills

  • 5+ years of experience in customer support roles;
  • Experience in rent-a-car or hospitality industries is a plus;
  • Strong communication skills – being able to effectively communicate with customers and internal teams;
  • Passionate about driving operational excellence and thrive in a fast-paced environment;
  • Organised and committed to driving customer satisfaction;
What We Offer

At Indie Campers, we offer a competitive salary, a dynamic work environment, and opportunities for growth and development. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.