Customer Interaction Centre

2 days ago

Rydalmere, Australia Sime Darby Motors Full time

**Job Details**:

- Reference #
- 55971
- Location(s)
- Rydalmere
- Expertise
- Administration, General, Call Centre
- Job level(s)
- Experienced, Supervisory, Management
- Work type(s)
- Permanent
- More details (document)

**About us**:
Sime Motors is a leading automotive group in the Asia Pacific region, proudly representing prestigious brands such as BMW, MINI, Rolls Royce, Porsche, Volvo, Polestar, Volkswagen, and Jaguar Land Rover.

Our parent company, a diversified multinational group based in Malaysia, operates across key growth sectors in industrial and automotive industries, with a workforce of over 20,000 employees across more than 18 countries.

**About the role**:
Located at our head office in Rydalmere, this role involves leading a team of 10 Customer Interaction Centre (CIC) Consultants for the BMW/MINI Aftersales Contact Centre, in collaboration with another team leader. Reporting directly to the National Contact Centre Manager, your core responsibilities will include overseeing the team's performance, ensuring adherence to customer service standards, managing inbound and outbound calls, coordinating service bookings, and ensuring consistent process compliance.

This position is ideal for a leader who thrives in a dynamic, fast-paced environment, enjoys enhancing the customer experience, and focuses on delivering exceptional service.

**Duties**
- Recruiting, mentoring, coaching, and developing team members
- Driving improvements in business performance and processes
- Building strong working relationships with key stakeholders
- Ensuring performance standards are consistently met
- Surpassing customer service metrics
- Managing call queues and daily tasks
- Handling escalation calls
- Workforce planning and resource allocation

**Skills & Experience**
- Proven track record of delivering results
- Previous experience in leading and managing a team
- Strong attention to detail and exceptional time management skills
- Excellent analytical and problem-solving abilities
- Outstanding communication skills, both written and verbal
- Solid understanding of contact centre metrics and performance indicators

In return, you'll enjoy a supportive team environment, the opportunity to represent some of the world's most iconic automotive brands, and long-term career stability.

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