Title: Customer Service Country Lead

Have you ever dreamt of a job where you can make everyone feel satisfied and fulfilled? Are you a strategic and meticulous leader with a desire for customer satisfaction? If you say yes to both questions, you will now have the chance to work as a Customer Service Country Lead for one of our major telecommunication clients in Sydney. Founded in Singapore, our client is a successful company who has a strong passion for providing consumers with more user-friendly mobile experiences and making a difference in the global telco industry.

Your duties include

- Implementing strategies and tactics to improve Customer Experience & Satisfaction to ensure KPIs are always met
- Mentoring the Customer Service to meet customers’ needs and
- Giving constructive evaluation to staffs to help them improve their performance
- Maintaining a friendly working relationship with the leaders within the organization to promote cooperation and commitment within a team




- Aiming at a culture of continuous improvement in order to achieve optimal efficiency in operations
- Directing the team to solve customers’ complaints in a timely and professional manner
- Effectively Coordinating customer service projects and initiatives
- Working directly with Head of Customer Happiness on strategic planning, suggesting thoughtful and creative insight on improvements

What makes you the best person for this position?

- Minimum of 7 years of experience as a Supervisor/Leader in Customer Service
- Previous digital customer service experience
- Ability to lead and manage a team of at least 25
- Proven track record in process improvement such as CSAT
- A professional and responsible team player
- A strong understanding of Customer Service KPIs
- Prior knowledge of Lean/Six Sigma Principles as well as forecasting and budgeting measures
- Willingness to travel if required

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📌 Customer Service Country Lead (Sydney)
🏢 EBR Ever Better Recruitment
📍 Sydney