We are seeking a highly motivated individual with demonstrated experience in delivering exceptional customer service through effective product coordination and escalations. This role supports the daily operations of the department to ensure service delivery standards are met while also managing a team of 4-6 customer operations agents.About the role:Coordinate and oversee comprehensive product coordination for the delivery and implementation;Provide a high level of service to customers and act as an escalation point to the monitoring centre and operations team;Manage staff work schedules, training and allocation of duties;Manage supplier relationships to improve efficiency;Management of compliance with regulatory standards;Develop operating strategies, plans and procedures;Administration of daily, weekly and monthly reporting for internal and external customers;Assist with preparation of compliance reports;Develop process documentation and manage real time updates for both new and existing customer operations requirements;Approve invoices ensuring cost control.About you:Proven experience in leading a team across customer operations or customer service team;Demonstrated capability in delivering quality customer service outcomes in a busy environment;Previous experience managing delivery of projects to specific timelines;Strong written and verbal communication skills;Demonstrated ability using Microsoft Office products;Proven ability to meet reporting timelines and improve processes.Key performance indicators:Customer Welcome Calls, internal systems updated after service;Weekly reporting on activity and timelines;Customer complaints/issues are resolved;Database/system maintenance (SAP);Playbook is up to date (process documentation).It is expected that the appointee will be in the office full time during the training period and a minimum of 4 days until the completion of probation.Our client provides great incentives, long-term career opportunities internationally, and the opportunity to work with a passionate team.How to ApplyFor more information please call Elise Muscat at u&u on 02 8825 6600 quoting Job Ref#39465. Alternatively, to submit an application, please click below.At u&u Recruitment Partners, we value diversity, equity, and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds, and people with disabilities.Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request via ****** or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.Additionally, for a barrier-free and inclusive online experience, you can access u&u's opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.Please submit your resume in Word format only.
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