Team Leader - Client Services
Konica Minolta Business Solutions Australia, Australia
Job Description
We are seeking an enthusiastic and driven Team Leader to join our Client Services Team! You will be leading our Channel Partners Support team reporting to the Client Services Manager this role is responsible for building strong team accountability amp; accuracy to support company customer service standards. The Team Leader role supports the implementation of team objectives, ensuring items are actioned promptly amp; with the utmost adherence to best quality standards.
Requirements
Key responsibilities
- Act as the first escalation point for Client Services queries, troubleshooting complex issues amp; achieving best outcomes for internal amp; external stakeholders
- Establish process improvement initiatives for customer communication amp; contract maintenance
- Manage the contract process, ensuring adherence to auditing amp; compliance requirements
- Set team KPIs amp; individual development plans
- Manage the team inbox, ensuring tasks are assigned promptly per Client Services Team KPI’s
- Ensure team cohesiveness by implementing regular individual amp; group coaching sessions which nurture amp; support personal development and growth
- Provide daily support to individual team members, supporting them with queries and challenges posed by external amp; internal customers
- Allocate project work according to individual ability, ensuring positive outcomes in both quality and time management
- Carry out rostering for the team, including team phone rosters
Who are we looking for?
- Demonstrated experience in a similar role
- Tertiary qualification (preferred, but not essential).
- Outstanding Customer Service skills and strong ethical and moral principles
- Excellent verbal and written communication
- Analytical and problem-solving skills
- Self-driven and able to work autonomously and as part of a team
- Strong attention to detail
- Experience in MS Office
- Experience in SAP (or other ERP systems) (preferable)
- Experience in Salesforce (or other CRM systems) (preferable)
Essential Requirements
- Australian Citizenship
- Ability to obtain an AGSVA baseline security clearance
Benefits
You will enjoy a collaborative team culture where you will be supported and empowered to contribute your ideas and identify opportunities to develop your team and yourself. We are dedicated to the values of diversity and inclusion and have a firm commitment to ethical practices and corporate responsibility.
Konica Minolta is committed to providing a working environment that is inclusive and fair to both women and men. Progressive policies such as our domestic violence policy; paid parental leave and flexible workplace policies enable our people to balance work and life responsibilities. We have been thrilled to receive a citation from the Workplace Gender Equality Agency (WGEA) as an Employer of Choice for Gender Equality 5 years in a row.
Equal Opportunities
We are committed to providing equal opportunities and actively encourage applicants from all backgrounds to apply for our roles, regardless of gender, age, sexual orientation, ethnicity, religion or disability.
If you are require any adjustments/assistance during the recruitment process please reach out to
Join our Team and thrive in an environment built on strong Collaboration, continuous Learning and personal Growth. Everyday at Konica Minolta is an opportunity to share your Ideas, influence Change and engage with colleagues from diverse backgrounds and experiences.