Customer Service Team Leader

About us

Momentum is innovative, results-driven & customer-focused. Our experienced consultants go out of their way to deliver effective recruitment solutions for both clients & candidates. Whether it be one off-hires, bulk recruitment, onsite workforce management or large vendor management models.

Our client is looking for a new Customer Service Team Leader to join their already successful team, they are undergoing a strategic transformation to establish this segment as an independent entity. The new company aims to leverage its extensive experience in acute therapies to provide top-tier care to its patients. This move not only reinforces the company's position in acute therapies but also promises meaningful opportunities for those who join its ranks.

Employees of this company will be part of a dynamic community characterized by focus, courage, and a shared commitment to excellence. Together, they are dedicated to enhancing the lives of patients worldwide through groundbreaking advancements in healthcare.

Benefits

• Base salary of $100k + Super + Bonus
• Innovative environment
• Flexible workplace
• Career growth

About the role

The role involves leading and developing high-performance teams to efficiently meet business and customer needs. Responsibilities include overseeing customer/patient orders, returns, complaints, and inquiries, ensuring timely and accurate resolution. Key focuses include maintaining high standards in customer support core strengths, such as timely response and accurate information processing. The role also entails effective leadership, implementing company initiatives, fostering a positive team culture, managing resources, conducting performance reviews, and coaching staff. Driving process improvement, ensuring adherence to quality standards, and compliance with regulatory requirements are crucial. Key requirements include demonstrated leadership abilities, strong communication skills, decision-making skills, experience in Customer Service technical skills and leadership, and proficiency in verbal and written communication.

Key Responsibilities:

Customer:

• Ensure effortless customer experience and support perfect order.
• Assist customers with order-related inquiries and complaints.
• Oversee delivery issue resolution and manage customer relationships.

People and Team:

• Lead and develop teams to meet performance expectations of up to 10 reports.
• Implement company initiatives and foster a positive team culture.
• Manage staff resources, time, and attendance.
• Conduct performance reviews and provide career development.

Operations:

• Drive process improvement and efficiency programs.
• Support perfect order and ensure accurate processing of transactions.
• Understand and support the JDE system.

Quality:

• Ensure quality standards and procedures are maintained.
• Coach towards optimized team performance in adherence and quality.
• Ensure compliance with company standards and regulatory requirements, particularly

adverse event reporting.

• Participate in audits as required.

Key Requirements:

• Demonstrated leadership qualities and/or management experience.
• Strong written and verbal communication skills.
• Ability to make timely decisions based on sound professional judgment.
• Ability to provide effective feedback.
• Strong team player.
• 5 years of experience in Customer Service technical skills and leadership.
• Ability to make fast decisions with multi-source information.
• Proficiency in verbal and written communication.

How to Apply

If this sounds like an opportunity you would be interested in, make sure to APPLY today.

For any questions, feel free to reach out to Adalbert, at 02 92678*** or send your updated resume to **************@momentumconsulting.com.au.

Momentum is extremely passionate about providing equal employment opportunities for all. We are committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.