Customer Service Operations Lead

3 days ago

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

Our client, a pioneering Australian family-owned business with a century-long history, is seeking an experienced Customer Service Manager to spearhead their customer experience platform. This newly created role will play a pivotal part in streamlining and centralizing customer interactions, ensuring seamless service delivery.

Key Responsibilities
  • Establish and manage a centralized customer service function that integrates phone, email, and e-commerce streams, overseeing a team of 4-5 people handling customer inquiries and redirecting complex issues as needed.
  • Develop and standardize processes and work instructions for efficient and consistent service delivery.
  • Create and implement a customer experience framework, including board reports on customer health and wellbeing.
  • Oversight of daily operations, monitoring customer interactions to ensure high-quality service and maintaining service KPIs.
  • Manage the integration and implementation of a new Teams-based telephone system, with a planned rollout in 8-12 weeks.
Requirements
  • At least 10 years of customer service experience, with 5+ years of supervisory experience.
  • Proven experience in small to medium-sized businesses, preferably with expertise in customer service software and ERP systems, particularly Pronto.
  • Strong problem-solving, decision-making, and leadership skills, along with excellent communication, organizational, and multitasking abilities.
  • A solution-focused, strategic thinker capable of adapting to changing work environments.
About You
  • A highly competitive salary package, commensurate with experience.
  • The opportunity to shape and make this role your own, driving process improvement and enhancing the customer experience.
  • Flexible working arrangements, including the option to work from home.
  • Be part of growing a team and taking ownership of the customer service function.
About Our Client

Six Degrees Executive acknowledges the Traditional Custodians of the lands we work and live on. We are committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.

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