Ensure customer interactions are handled within agreed service levels by actively monitoring volumes, queue performance, turnaround times, and case ageing.
Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Customer Service Management Team.
Key ResponsibilitiesTeam Leadership & Performance: Direct, coach, and support team members to consistently meet QA, SLA, and operational KPI targets.Product Subject Matter Expertise: Act as the primary SME on EV technologies, including connected vehicle features, software navigation, charging systems, and mobile app integration.Escalation & Stakeholder Management: Efficiently resolve escalated customer cases and liaise with external partners (repair centers, showrooms, roadside assistance).Training & Knowledge Base: Maintain up-to-date troubleshooting guides and FAQs; deliver continuous coaching and refresher training for new product features or updates.Operations & Workforce Planning: Manage shift coverage and team capacity during marketing campaigns, product launches, and peak volumes.Insights & Reporting: Analyze CS metrics and customer feedback, delivering actionable insights to client stakeholders for continuous product and process improvement.Data Privacy & Governance: Ensure strict compliance with Australian privacy laws and data security requirements.
Drive continuous improvement in customer experience and service performance through key metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Response Time (FRT), resolution turnaround time, complaint ageing and error rates, alongside customer engagement and retention indicators.
Understands and expertly communicates our products, promotions, services, compensation plan, and policies & procedures to be able to support customer inquiries.
Understands and expertly communicates our products, promotions, services, compensation plan, and policies & procedures to be able to support customer inquiries.
Identify, prioritize and sponsor initiatives to optimize service delivery, reduce costs, increase efficiency and raise customer satisfaction across OS&S
Managing field service and project execution by ensuring safe delivery of maintenance, commissioning, retrofit, troubleshooting, modernization, workforce planning, site mobilization, and project outcomes across multiple customer locations.
