Senior Customer Service Lead

2 weeks ago

Melbourne, Victoria, Australia Six Degrees Executive Full time
About the Business

Six Degrees Executive is proud to partner with a leading Australian family-owned business that has been delivering innovative solutions to its clients for over a century. As a renowned designer, manufacturer, and supplier of Automotive, Seating, Industrial, Marine, and Transportation Hardware, they are committed to excellence in every aspect of their operations.

Job Overview

We are seeking an experienced Senior Customer Service Lead to join our client's team and take on a newly created opportunity. This critical role will involve streamlining and centralising the customer experience platform, ensuring seamless interactions and exceptional service delivery.

Key Responsibilities
  • Centralised Customer Service Management: Establish and manage a team of 4-5 professionals to handle customer inquiries, redirecting complex issues to branches as needed.
  • Process Standardisation: Develop and standardise processes and work instructions to ensure efficient and consistent service delivery.
  • Customer Experience Framework: Create and implement a customer experience framework, including regular board reports on customer experience health and wellbeing.
  • Day-to-Day Management: Oversee daily operations, monitoring customer interactions to ensure high-quality service and maintaining service KPIs.
  • Systems Implementation: Manage the integration and implementation of a new Teams-based telephone system, with a planned rollout in 8-12 weeks.
Salary and Benefits

This is a highly competitive role, offering a salary range of $120,000 - $150,000 per annum, depending on experience. Additionally, you will enjoy flexible working arrangements, including the option to work from home, and be part of a dynamic and supportive team.

Requirements
  • 10+ years of customer service experience.
  • 5+ years of supervisory experience.
  • Proven experience in a small to medium business environment.
  • Proficiency in customer service software and ERP systems, particularly Pronto.
  • Strong problem-solving, decision-making, and leadership skills.
  • Excellent communication, organisational, and multitasking abilities.
  • A solution-focused, strategic thinker who can adapt to changing work environments.
About Six Degrees Executive

Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do. If you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.

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