Customer Support Lead
Konica Minolta Business Solutions Australia, Australia
Job Description
Konica Minolta is innovative, robust and continually evolving. From printing, scanning and copying to cloud storage and robotics, our award-winning products and solutions help companies to transform and move information faster. Our people make this possible. We strive to create and maintain an inclusive workforce as diverse and capable as our class-leading solutions. We actively encourage women and those from diverse backgrounds to apply for our roles.
About the role
Work within a diverse department of passionate, skilled and experienced people who are focussed on successful customer interactions.
Requirements
Ideal Candidate
- Deliver excellence in customer service by responding to a range of service and support requests from internal and external customers
- Provide an exceptional support experience by working with internal departments and stakeholders, including interstate offices, as required
- Analyse and manage a variety of orders and alerts
- Actively engage in maintaining a strong and energetic team culture
- Day to day management of direct report/s
- Set duties and initiatives for the team (onshore and off)
- Monitor Net Promoter Score responsibilities
- Manage the net promotor system
- Create surveys and analyse data
- Manage customer escalations, develop, and implement recommendations
- Management of the 22 offshore employee help desk team
- Create and implement policies and procedures for the team
- Develop and deliver continuous improvement initiatives to the team
- Assist with and develop training courses and materials
- Work with team leaders on Quality Assurance tasks and initiatives
Desired skills
- Experience in a Customer Service role.
- Excellent written and verbal communication skills.
- A Collaborative mindset.
- A Self-motivated approach with accountability and a focus on driving results.
- Willingness to challenge the norm to deliver best in class customer service.
- Demonstrated commitment to best practice and process improvement.
- Experience using MS Office.
- Experience using SAP (or other ERP systems) an advantage.
- Experience using Salesforce (or other CRM systems) an advantage.
Benefits
What can KM offer you?
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 require any adjustments/assistance during the recruitment process please reach out to u
The successful applicant will need to be available for full time work Monday to Friday, between 7.00am - 9.00pm AEST (10pm during Daylight Savings Time). You will also be required to participate in an infrequent, stand-by roster for weekend support.