Job Description:
This is a highly skilled role requiring strong leadership and communication skills. The ideal candidate will oversee the customer service team, ensuring timely response to customer inquiries and resolving complex issues effectively.
The position involves hands-on work, with at least 50% time dedicated to taking and processing service calls. Key responsibilities include leading the team, chairing daily scheduling meetings, resolving warranty cases, addressing day-to-day issues, and implementing customer service processes.
1. Service Calls
* Respond to and process all inbound requests for service
* Accurately record faults, equipment, and site details
* Action service calls to customers within agreed timeframes
* Liaise with the scheduling team for best allocation of service technicians, costs, and resources
* Upgrade work orders where possible to provide better solutions for customers and increase revenue
* Identify remedial works to quote from service reports and forward to the service manager
* Chase completed service reports from technicians and update sales orders for invoicing
1. Scheduling and Coordination
* Maintain a weekly schedule for all service technicians
* Collaborate with senior service technicians and field service managers to ensure technicians are fully utilized and identify gaps or opportunities
* Arrange overnight accommodation for technicians and provide parking arrangements
Requirements:
To excel in this role, you'll have prior experience leading a customer service or administration team, ensuring service quality, cost control, and staff development. You should be confident in managing and supporting people, providing coaching, and adapting your style to suit different personality types.
Strong numeracy and literacy skills, excellent communication, and polished professional presentation are essential. You'll need to be highly organized, comfortable managing competing priorities, and able to set realistic timelines while keeping projects and daily operations on track.
Good judgment, problem-solving skills, and the ability to make effective decisions under pressure are also crucial. Proactivity in continuous improvement, seeking ways to refine processes and strengthen competitiveness, is desired. Familiarity with Microsoft Office and other business systems is necessary for information management, reporting, and communication.
Benefits:
You'll join a growing organization with strong family-first values, supporting your work-life balance. Spacious new offices, great coffee, and regular company-provided lunches await you. A rewarding career path with experienced mentors will help you grow professionally.
Application Questions:
Answer the following questions:
* Which statement best describes your right to work in Australia?
* How many years' experience do you have as a customer services manager?
* Do you have customer service experience?
* Do you have experience in a sales role?
* Which Microsoft Office products are you experienced with?
* Do you have experience in administration?
* Have you worked in a call centre before?