**Role Overview**
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This is an exciting opportunity to lead a high-energy team of customer service professionals, driving exceptional experiences for our customers across multiple channels.
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The ideal candidate will have a proven track record of managing teams in a call centre environment, with experience leading 10-20 direct reports and leveraging technology such as Zendesk to drive accountability and productivity.
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We are looking for a skilled communicator with outstanding problem-solving abilities and the capacity to think on their feet. If you're passionate about delivering first-class customer service and have a talent for leading and developing teams, we want to hear from you!
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Key Responsibilities:
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* Ensure we meet or exceed agreed Service Level Agreements (SLAs)
* Leverage technology to develop customer service KPIs that optimize team productivity and deliver best-in-class service
* Drive our internal REACH and Service Awards program, ensuring timely recognition of achievements
* Utilize technology like Zendesk to promote exceptional customer experiences through stakeholder engagement
* Manage store and non-store stocktakes, meeting internal and external requirements
* Collaborate closely with the Customer Service Manager – Trade to ensure seamless delivery of a first-class customer experience across all key customer groups
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About You:
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We're seeking a motivated individual with:
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* Previous experience managing in a call centre environment
* Leadership experience with high-energy teams of 10-20 members
* Familiarity with systems like Zendesk
* Outstanding communication skills and problem-solving abilities
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Benefits Package:
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We offer a comprehensive benefits package, including staff discounts, private health insurance discounts, an employee assistance program, and a highly safety-conscious work environment.
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Our company is committed to supporting working parents, offering a parental leave top-up allowance and paid volunteer leave for community involvement.
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We strive to create a diverse and inclusive workplace, where everyone feels valued and empowered to contribute their best.
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About Our Business:
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We're one of the largest industrial and automotive aftermarket parts and service suppliers in Australia, New Zealand, and South East Asia. We pride ourselves on propelling people forward, fostering growth, and promoting excellence throughout our organization.
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Join us in shaping the future of our industry, and discover why we're more than just a parts and service company – we're a force for progress and innovation.