Customer Support

Collaborative & inclusive working environment
- Established innovative Australian brand with huge growth potential
- Contribute to our commitment to delivering exceptional customer support and ma

Since 1977,
**King Living** has pioneered quality Australian design, continually pushing the boundaries of what furniture can achieve. Designed to adapt to our changing lives and last for generations, our furniture marries the power of innovation with traditional handcrafted methods.

**King Living** has expanded from a homegrown business into a global brand. A family owned and run Australian company headquartered from our Support Centre in Sydney, our Showrooms and manufacturing centres span Australia, New Zealand, United Kingdom, Canada, Singapore, Malaysia, China and Thailand.

At
**King Living**, we are dedicated to creating simplicity and balance in both our living spaces and our work environment. We take pride in our past accomplishments and are thrilled by the possibilities of the future.

**The Opportunity**:
As a Customer Support & Reputation Team Manager you will be responsible for leading and managing a team dedicated to providing the highest quality service to our customers, managing customer feedback, reviews, and processing related tasks. This role focuses on ensuring excellent customer experiences and maintaining the company's reputation by implementing efficient processes, handling feedback, developing strategies and monitoring performance.

**The Role**:

- Lead and mentor a team of consultants and reputation specialists within a contact centre environment, providing guidance, training, and support to ensure consistent and effective complaint resolution processes.
- Develop and implement effective strategies for addressing customer complaints, ensuring that resolutions are aligned with company policies, values, and regulatory requirements.
- Identify opportunities for process optimisation and enhanced complaint handling procedures and collaborate with relevant departments to implement changes.
- Develop reports on complaint trends, resolution times, and customer satisfaction metrics to provide insights for senior management and drive decision-making.
- Utilise data-driven insights to recommend strategies for reducing complaint volumes and improving overall customer experience.

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**About You**
- 3+ years of experience in customer support or service management, with a focus on reputation management and process improvement
- Proven leadership and team management experience
- Excellent communication, written and interpersonal skills
- Strong problem-solving and analytical abilities
- Proficiency in CRM systems, customer support software, and relevant productivity tools
- Familiarity with industry best practices and quality assurance processes
- Customer-centric mindset and dedication to delivering exceptional customer experiences
- Adaptability and resilience in a fast-paced, dynamic environment
- Detail-oriented with strong organisational and prioritisation skills
- Self-motivated, proactive, and capable of working independently or as part of a team
- Ability to manage pressure and maintain a positive attitude during challenging situations

**King Living Benefits and Our Offer to You**
- Career development
- Supportive and friendly team environment with a true family feel
- Generous employee, family, and friends ‘product discounts
- Discounted health insurance, retail brands and vouchers
- Paid Parental leave
- Australian owned company with a growing global footprint
- EAP to support your ongoing health and wellbeing.
- King Living is an equal opportunity employer, all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity or parental status._
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- To be considered for this role you must be an Australian Citizen or Permanent Resident with full working rights to work and live in Australia._