Customer Service Leadership Opportunity
We are seeking a dedicated and experienced customer service professional to lead our team at Perth Airport.
The successful candidate will be responsible for leading a team of customer service officers, providing proactive and responsive high-quality support to our customers.
* Develop and implement effective strategies to ensure the proper functioning of the department in the most cost-effective way.
* Manage complex and escalated customer service issues and utilize appropriate communication channels to further escalate or address to ensure customer satisfaction.
* Collaborate across functions (Account Management, New Business, Operations) to ensure customer service requirements are understood, planned, and resourced during the onboarding period and ongoing.
The ideal candidate will have a background in customer service, experience working with customers via email and telephone, and good PC skills.
Key Responsibilities:
* Lead and coach a team of customer service officers to deliver KPIs, ticket and call quality, and data integrity within the company CRM and telephony system.
* Encourage team members to provide feedback and ideas with a focus on continuous improvement.
* Undertake employee leadership and management including recruitment, team development, 1:1s, succession planning, and the delivery of performance reviews to drive ongoing team member professional development.
The successful candidate will be highly organized, able to multitask, and have excellent communication and interpersonal skills.
As a leader, you will be committed to achieving a diverse workforce and strongly encourage applications from all cultures, languages, abilities, sexual orientations, and gender identities.
This is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people.
Requirements
* Background in and understanding of the transport industry.
* Professional experience in customer service.
* Experience working with customers via email and telephone, with the ability to maintain professionalism and sensitivity in all correspondence.
* Past experience working with a CRM preferred.
* Good PC skills, experience in Microsoft Office suite, company ERP, and/or transport management system.