Inbound Customer Care Team Leader ANZ

Global Multinational Company, Cross country responsibitlies in AU and NZ, Competitive renumeration based on skills and experience.

Widex is one of the worlds leading manufacturers of hearing aids. Our mission is to provide the best hearing aids and the best customer experience. We enable people to connect and communicate easily by developing the most advanced and user-friendly hearing aid technology.

This role is both strategic and hands-on.  It responsible for the evolution of our B2B customer service delivery with clear focus on improving the customer experience through staff training, continuous process improvement and identifying efficiency opportunities to workflows.

Key responsibilities:

  • Supervise, empower and work alongside the Inbound Customer Care team to deliver the highest level of B2B customer service possible.
  • Set the standard and lead by example in terms of behaviour, performance and interaction in all dealings with Widex personnel and customers.
  • Conduct regular 1:1s, as well as formal mid-year and annual work reviews, with team members to provide regular feedback on performance as well as support any identifiable development needs.
  • Hold regular formal and informal team meetings to foster collaboration and coordinate work activities as a group.
  • Ensure service levels of the Inbound Customer Care teams are in line with organisational objectives by managing the teams daily output, monitoring individual performance and seeking feedback from both internal and external customers.
  • Maintain and enhance customer interactions and relationships, ensuring yourself and your team act as brand ambassadors for Widex.
  • Develop and maintain constructive and collaborative relationships with key internal wholesale and retail stakeholders.
  • 3+ years previous experience in a Customer Service team leader or supervisor role
  • Demonstrated people management experience in mentoring, coaching and overall development of team members, with a strong focus on best practice call coaching techniques
  • Ability to drive an engaged and high-performance culture 

If you are motivated to join a team in a world leading  hearing aid company, where you make a difference everyday, please forward you resume and short cover letter

10/03/2020 $0 CBD & Inner Suburbs 1 Call Centre & Customer Service
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