Customer Service Leader

3 days ago

Sydney, New South Wales, Australia Opal. Full time

**Discover Opal**

As part of the Nippon Paper Group, Opal is one of Australasia's leading packaging and paper companies and we employ more than 4000 team members across our operations.

We manufacture goods that you see, touch and use every day and our customer base includes some of the biggest names in FMCG, Retail and Fresh Produce.

**Discover the Opportunity**

The Customer Service Leader coordinates and provides ongoing after sales customer service to the Opal Recycling customers. The role entails managing the response to ongoing customer and operational queries to ensure the timely and accurate collection of purchased Recycling products or (Old Corrugated Cardboard as per agreed contract terms and delivery to the agreed processing destination.

You will contribute to the success of Opal by:

- Coordination of the provision of customer service to customers
- Responding to customer queries
- Manage and execute the process in which customer calls generate on flow of work in terms of recording information and reporting creating service provision requests through to the operations function.
- Liaising with other organisational units, service agents and customers to identify and respond to customer expectations.
- Ensuring operational efficiency of the function including planning for absenteeism and periods of high demand.
- Manage and escalate or resolve customer complaints
- Plan and implement the after sales collection of OCC and other Recycled Products.
- Develop and review policies and procedures guiding the provision of the Recycling services.
- Set up inductions via Rapid Induct
- Arrange cards and updates for all recycling delivery drivers
- Compliance and monitoring for insurances in Rapid Global for all Recycling drivers

**Discover Yourself.**

We are able to offer a varied career journey with experiential learning gained from cross-functional and lateral moves. We embrace diversity in all its forms and we look for curious individuals who thrive in an environment of change.

Specifically for this role, we expect you will have;
- At least five years customer service experience.
- Formal qualifications (Diploma, Bachelors) preferred.
- Experience in a high-volume calls environment
- Strong interpersonal & communication skills
- Excellent customer focus and orientation
- Conscientious & attention to detail
- Ability to manage competing demands
- Strong computer literacy

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