Customer Service Process Professional

2 weeks ago

Sydney, New South Wales, Australia beBeeProcess Full time $90,000 - $120,000

We are seeking a seasoned Process Manager to lead the development and implementation of customer service processes and tools. The ideal candidate will have 5+ years of experience in customer service and process management roles, with a proven track record of driving operational excellence.

Key Responsibilities
  • Design scalable customer service processes and SOPs that drive consistency, efficiency and compliance with company policies and procedures.
  • Analyze customer service KPIs and operational data to identify improvement areas and support initiatives to improve response times, order delivery in full and on time, and the delivery booking ratio.
  • Conduct regular audits to identify non-compliance and root causes; develop corrective action plans.
  • Work closely with IT, Sales, Supply Planning and Logistics to ensure end-to-end service delivery.
  • Lead the rollout of new tools, systems and processes, ensuring effective communication, training and adoption across the customer service team and impacted stakeholders.
  • Establish quality assurance frameworks and audit routines to monitor compliance. Lead internal and external audit responses and corrective actions.
  • Evaluate and implement customer service support tools (CRM, ERP, customer portals) to improve efficiency and quality.
Requirements
  • 5+ years of experience in customer service and process management roles.
  • Proven experience in process improvement methodologies (Six Sigma, Lean).
  • Strong analytical skills: proficient in customer service metrics and reporting tools; able to analyze data to drive corrective actions.
  • Proactive problem-solver who anticipates issues and finds solutions.
  • Strong communicator, able to liaise with customers and coordinate with internal teams.
  • Collaborative team player, comfortable working in a cross-functional environment with offshore teams, sales, logistics, and supply chain.
  • Customer-focused with a track record of exceeding expectations.
  • Tech-savvy: SAP ERP and CRM systems (SAP C4C CRM experience preferred).
About Us
  • Global Leader of Home Appliances.
  • Staff, Friends & Family Discounts.
  • Free Secure Parking Onsite.
  • CARE Day (additional leave).
  • Picnic Day in NSW.
  • Annual flu shots onsite + wellbeing sessions & webinars.
  • Continued Progress on Diversity & Inclusion.
  • Living our Sustainability Commitment.

Note: We offer a competitive package including benefits and career opportunities.

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