Customer Support Coordinator

1 week ago

Macquarie Park, Australia Konica Minolta Business Solutions Australia Full time

part-time role, 22.5 hours per week
- Onsite gym (free use)
- Onsite Creche facilities

Do you thrive on driving continuous improvement? If the answer is yes then we have the role for you.
About the role
As our relationship with our outsourced BPO vendor matures, we are seeking a Customer Support Coordinator to manage customer escalations from various stakeholders in the business, and who aims to continuously improve the experience of Konica Minolta customers and partners. Reporting to the Customer Support Lead, you will be responsible and the process owner for all customer support processes, ensuring they are up-to-date and relevant. You will also be responsible for identifying improvements to these processes and our systems.

**Requirements**:
To be qualified for this position, ideally your background and skills will comprise of the following:

- Key point of contact for BPO vendor team members
- Providing constructive and actionable feedback to BPO vendor team members to deliver positive outcomes
- Drive continuous improvement of processes and knowledge management resources
- Handling of escalations and high value customer (GBS) transactions

**Essential requirements for this role**:

- High degree of functional knowledge of Customer Support processes
- Previous call centre experience (both Inside Sales or Customer Support focused applicable)
- Knowledge of processes in stakeholder groups linked to Customer Support activity (Order Management, Contracts etc)
- Excellent communication and partnering skills and ability to establish relationships and engage with stakeholders
- A proven capacity to set priorities, manage multiple projects simultaneously and respond to critical deadlines
- Strong attention to detail

**Benefits**:
What can KM offer you?
You will enjoy a collaborative team culture where you will be supported and empowered to contribute your ideas and identify opportunities to develop your team and yourself. We are dedicated to the values of diversity and inclusion and have a firm commitment to ethical practices and corporate responsibility.
Konica Minolta is committed to providing a working environment that is inclusive and fair to both women and men. Progressive policies such as our domestic violence policy; paid parental leave and flexible workplace policies enable our people to balance work and life responsibilities. We have been thrilled to receive a citation from the Workplace Gender Equality Agency (WGEA) as an Employer of Choice for Gender Equality 5 years in a row.
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