AddressIf you haven’t heard of Amer Sports before, you will know our internationally recognized brands including Wilson, Salomon, Arc’teryx and Atomic. Our brands specialize in high-performance, technical sports equipment and apparel, and encourage users to get outside, keep active and have fun – whether they are playing tennis or golf in the summer, or skiing in the Winter. Bring your Consumer Service & Satisfaction skills to this fast-paced and rapidly growing business, with countless possibilities to utilize your excellent leadership, stakeholder management and team management skills.
We’re excited to be recruiting for this new role within our Moorabbin Head Office that reports to our Head of Sales Operations & Customer Service and is part of a highly motivated Customer Service team. This is a pivotal role that will provide support to across the Amer Sports ANZ business.
What’s on Offer (this just touches on some of the benefits and perks!)
- Competitive salary, bonus + super
- Amer Sports ANZ are a certified Great Place to Work!
- Free product and generous allowances to get you kitted out for all your sporting adventures!
- Flexible working environment, including additional school holiday flexibility / support
- When at Head office in a state-of-the-art 6-star energy efficient facility, with a huge business focus on environmental and social strategies
- Support in career development, wellbeing, and personal growth
- Regular staff activity days, including camping, snow trips, fun runs and more!
- Company supported volunteering program.
Responsibilities:
- Develop and implement comprehensive customer service and satisfaction strategies that align with company goals
- Oversee the day-to-day operations of the customer service team, ensuring high levels of customer service and support
- Monitor and analyze customer feedback, leveraging data to drive continuous improvement in service and satisfaction levels
- Manage, train and evaluate customer service team members, promoting a culture of high performance and continuous development
- Improve Net Promoter Score by monitoring and analyzing customer feedback, leveraging data to drive continuous improvement in service and satisfaction levels
- Collaborate with other departments (Logistics, Sales, Marketing, Product Development) to enhance the overall customer experience and resolve any operational challenges
- Handle escalated customer issues, providing solutions that maintain customer trust and enhance satisfaction
- Regularly report on customer service and satisfaction metrics to senior management providing insights and action plans
- Ensure the effective use of customer service software and tools for optimal department performance
- Stay updated on industry trends and customer service best practices, implementing innovative ideas to increase efficiency and effectiveness.
So who’s keen?
With at least 5 years’ experience in customer service management, the ideal candidate will have strong skills in SAP, advanced MS Office skills and be proficient in CRM and data analysis tools. Exceptional leadership and interpersonal skills are vital, and the role will appeal to candidates who have a passion to work in a growing and dynamic environment and are seeking a new challenge in a matrix organization where you will collaborate across the business.
No candidate will meet every single desired skill and qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!
Apply today with your CV and cover letter!
