Customer Support Team Leader

1 week ago

Melbourne, Victoria, Australia Dormakaba Group Full time

Hallam, VIC, AU, 3803- Dec 9, 2024**THIS OPENS THE DOOR TO YOUR FUTURE: OUR OPPORTUNITY**

At dormakaba, we're committed to providing exceptional customer support, and we are looking for a Customer Support Team Leader to oversee and enhance the operations of our support centre team. In this key leadership role, you will shape the overall customer experience by ensuring efficient, effective, and customer-focused solutions. You will manage a team that serves as the first point of contact for our customers, ensuring their needs are met and exceeded.

Key responsibilities will include:
**Leadership & Team Management**: Lead and supervise the day-to-day operations of the support centre team, ensuring high-quality, customer-focused outcomes.

**Change Management**: Manage the roll-out of any organisational changes affecting customer support operations, ensuring smooth transitions and mínimal disruption.

**Process Improvement**: Drive best practices and ensure policies and procedures align with customer needs, focusing on efficiency and the customer's experience.

**Performance Monitoring**: Analyse call centre data, prepare reports, and identify areas for improvement to maximize customer satisfaction and operational efficiency.

**Escalated Issues Management**: Address complex or escalated customer issues, offering effective solutions and identifying training needs.

**Service Standards**: Establish and enforce service standards that reflect dormakaba's values, ensuring the team consistently meets or exceeds these standards.

**Team Coaching & Development**: Provide ongoing guidance, coaching, and training to enhance team performance, boost morale, and meet performance goals.

**Collaboration**: Work closely with other departments to address training needs, resolve recurring issues, and enhance workflow efficiency.

**YOUR SKILLS**

To succeed in this role, you should have experience in customer service management or leadership, with a strong ability to lead and motivate a team. You will need excellent communication and problem-solving skills to handle complex customer issues and make decisions that balance customer satisfaction with operational efficiency. Your experience in process improvement and change management will be essential, as well as your ability to stay organized and prioritize tasks.

**WHAT YOU CAN TRUST IN: A FULFILLING WORKPLACE**

Join an Industry Leader on a Global landscape. Not only are we one of the best at what we do in Australia and New Zealand, but also the world
- Hybrid role with flexible working arrangements.
- Parking with onsite gym for employees.
- Access to discounted Health Insurance.
- Peer to Peer Recognition via our 'AAA' Nominations and awards
- Wellbeing Committee with pillars focusing on Mental Health, Community Engagement, Diversity & Inclusion, Social & Amenities.
- Empowering Wellness: Every Employee has access to a WhereFit membership, accessing discounts for Gym memberships, apparel and more

Don't miss out on this opportunity to make a significant contribution to our business and be a part of our growth.
- dormakaba is an equal opportunity employer that is committed to diversity and inclusion. We take affirmative action to ensure equal opportunity for all applicants without regard to age, race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics._
- dormakaba Australia Pty. Ltd.

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