AddressAbout the role
- Leadership of the Customer Care team as well as developing a robust framework for managing Customer Care operations.
- Lead strategies to achieve Customer Care goals
- Drive cross-functional efforts, coordinating with leadership to define action plans
- Lead, coach, and train Service Partners and Customer Care Agents
- Manage and prioritise the local Customer Care budget,
- Support 3rd party Roadside Assistance and Financial Services providers
- Improve overall customer interaction and increase NPS scores.
About you
- Solid understanding of Australian Consumer Law (ACL) in relation to the automotive industry.
- Minimum 5 years management and leadership experience in a Customer Care environment. "Start-up" experience would also be highly regarded.
- Ability to deliver training programs enhancing team competence and skills sets.
- Strong understanding of shopping and ownership journeys in the luxury goods sector.
- An understanding and passion for the automotive industry.
- Ability to adapt to new ways of working and a curious mindset always looking for ways to improve current processes and practices.
- Strong stakeholder and program management, analytical thinking and conflict resolution skills.
- Degree qualified, global and e-commerce experience would all be highly regarded.
- Ability to travel interstate up to twice per month.
For further information please call Rachael Marsic on 0414 285 *** or submit your CV clearly demonstrating your achievements and suitability for the position.
