AddressBoart Longyear has been a leading provider of drilling products and services to the global minerals industry for over 130 years. The Products Division is a leading provider of drilling equipment and performance tooling for mining and drilling companies globally. Our range of highly productive drill rigs and tooling is suited to a variety of applications including, mining, mineral exploration, energy and environmental sampling.
We are seeking a dedicated and experienced, hands-on Customer Service Team Leader to join our dynamic team and lead a small group of Customer Service representatives. The ideal candidate will have a proven track record of providing high-level Customer Service and possess the leadership qualities needed to inspire and manage a team. This is a hands-on role, requiring active participation in daily customer interactions and problem-solving.
Want to know a little more about the role? Day-to-day responsibilities include:
- Lead, mentor and motivate a team of Customer Service representatives to achieve and exceed performance goals.
- Review and refine processes and procedures to ensure the team deliver outstanding Customer Service and look for ways to streamline workflows, automate processes and optimise systems.
- Monitor and evaluate team performance, conducting regular reviews and providing constructive feedback.
- Handle escalated customer inquiries and issues, providing solutions in a timely and professional manner.
- Ensure all staff are given regular and appropriate feedback on their performance (one on ones, coaching sessions).
- Develop and implement strategies to improve customer satisfaction and operational efficiency.
- Collaborate with other departments to ensure a seamless customer experience.
- Maintain a thorough understanding of company products, services and policies to effectively assist customers and guide the team.
- Prepare and present regular reports on team performance and Customer Service metrics.
- ERP and CRM database management and compliance.
A few other things we’re looking for:
- Proven experience in a Customer Service leadership role
- Strong problem-solving skills with a customer-centric approach
- Excellent communication and interpersonal skills
- Ability to exercise sound judgement when solving problems under pressure and handle challenging situations with poise
- Focus for delivering exceptional Customer Service.
- Advanced Microsoft Office skills including Excel, Access and PowerPoint
- Previous experience in using Oracle (desirable, not essential)
- Sound planning and organisational skills
- Excellent analytical skills.
Safety and a zero harm culture is a core part of our business. To ensure the safety of all employees, successful candidates will need to meet the essential requirements of a pre-employment medical.
Our varied range of services and products requires bringing together diverse and complimentary people. At Boart Longyear our aspiration is to create an environment that welcomes all unique attributes a person possesses.
To express your interest in this role, apply via the link.
