AddressAbout Us
Everhard Industries is a leading Australian manufacturer dedicated to providing sustainable solutions through innovative design and product development. As a family-owned business, we take pride in our values and commitment to excellence, ensuring the highest standards in everything we do. Join our dynamic team and be a part of shaping the future of Australian manufacturing.
Purpose of the Position
The position will play a pivotal role in leading a team of talented professionals, ensuring exceptional service delivery, and continuously improving our end-to-end customers' experience.
The ideal candidate will possess strong leadership skills, strong ability to manage stakeholders at all levels of the organisation and externally, a passion for customer satisfaction, and the ability to inspire and motivate a team.
Key responsibilities will include:
Team Leadership:
- Lead, mentor, and coach a team of customer experience representatives.
- Set clear performance expectations and provide regular feedback to team members.
- Foster a positive and collaborative team environment focused on achieving service excellence.
Customer Support:
- Handle escalated customer inquiries and complex issues effectively and efficiently.
- Monitor and ensure the team provides exceptional customer support through various channels, including phone, email, chat, and social media.
- Assist team members in resolving customer complaints and finding solutions.
Training and Development:
- Develop and implement training programs and resources to enhance the team's skills and knowledge.
- Conduct regular performance assessments and provide ongoing training and development opportunities.
- Keep the team updated on product/service changes and industry trends.
Performance Management:
- Set and track team performance metrics and KPIs.
- Identify areas for improvement and implement strategies to meet or exceed performance targets.
- Recognise and reward outstanding team and individual performance.
Quality Assurance:
- Implement and oversee quality assurance processes to ensure consistency and compliance with service standards.
- Conduct regular quality audits and provide feedback to team members.
- Collaborate with team members to develop and maintain knowledge base articles and support documentation.
Reporting and Analysis:
- Prepare and present regular reports on team performance, customer feedback, and support trends.
- Analyse data to identify areas for improvement and make data-driven recommendations.
Customer Feedback and Improvement:
- Act as the voice of the customer within the organisation, sharing insights and feedback.
- Work collaboratively with other departments to address customer concerns and implement improvements.
- Continuously seek ways to enhance the overall customer experience.
Qualifications:
- Bachelor's degree and/or other relevant qualification(s).
- Solid experience in Customer Services or a related field, with leadership exposure.
- Excellent leadership and team management skills.
- Strong stakeholder management skills.
- Ability to communicate concisely and professionally at all times.
- Analytical mindset with the ability to use data to drive decisions.
- Proven ability to handle challenging customer situations with empathy and professionalism.
- Proficiency in customer support software and CRM systems.
- Results-oriented and committed to delivering exceptional customer experiences.
How to Apply:
If you're ready to join a team that’s driving innovation and growth in the manufacturing industry, we want to hear from you!
To apply, submit your resume and cover letter outline your relevant experience, explaining why you’re the ideal candidate for the role.
Please note that only shortlisted candidates will be contacted. The recruitment process may involve a pre employment health check.
Everhard Industries is an equal opportunity employer, supporting gender equality and workplace diversity.
