This a very rare and exciting opportunity for someone to come in and build a new specialist function from the ground up. This person will be dynamic, flexible, and work at pace to create a best-in-class customer support team supporting the APAC region.
The Customer Support Manager will recommend and implement best practices to ensure efficient and high-quality performance from our Customer Support teams. The manager oversees and supervises the customer care, technical support, service sales and service excellence & revenue centre, making sure the processes are optimized and efficient in addition to ensuring the team is working efficiently and effectively and supports the needs of each member on the team.
We are open to candidates from both Sydney and Melbourne locations, and the position can be based out of either office.
Key Responsibilities:
- Implement, Manage and Sustain ‘Customer Care’ Portfolio / Processes (preferably based on ITIL V4) in APAC business region
- Create and maintain a culture in the organization that can be characterized by customer first and a high sense of urgency
- Manage teams of Customer Care centre (CCC), Technical Support Engineers (TSE) and Service Excellence across APAC to ensure ONE team and ONE approach across all APAC customers
- Lead ‘Service Excellence’ portfolio in APAC and work with regional leaders to have universal approach
- Work with strategic customers to establish critical goals/milestones of success and ensure that they are achieving them
- Drive and follow up Operational Performance Management and continuous improvement for the responsible teams/areas: Quality – CSAT – Lead Time – Productivity – Predictability and Culture
- Establish and monitor data-driven approach to customer care
- Streamline workflow of customer care team with best-in-class customer care procedures and systems
- Taking a leading role supporting implementation of new systems and adoption of those by team members
- Oversee response to diverse incoming customer and sales calls/requests regarding the delivery of services in conformance with policy, procedures, and service quality standards
- Maintain back-office processes, ensure adherence, and strive for continuous improvement
- Ensures that team offers appropriate needs-based service options and recognizes cross sell opportunities to increase customer satisfaction and enhance customer relationship
Financial and business management
- Meet financial targets by owning the assigned budget
- Develop and implement the business short-, medium- and long-term priorities in accordance with the business strategy, to achieve short- and long-term success
People management and communication
- Manage performance, career, and succession plans for direct team
- Develop a high performing & accountable team and facilitate team’s achievement of goals & objectives
- Effectively communicates using TOMRA Values and leadership principles as the foundation
- Fosters an environment of teamwork and collaboration and promotes a culture of feedback to ensure understanding
