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Job Details

Customer Service Team Leader
Location:
VIC Mt Waverley
Category:
Administration
Date Posted:
14-Jul-2017
Application Close Date:
11-Aug-2017
Job Reference:
TOS/1286038
Position Type:
Full-time Permanent
View Attachment:
No File Attached
Description:

Our company

Toshiba Australia's Electronic Imaging Division (EID) is growing. We're expanding beyond our traditional Multi-Function Devices (MFDs) to provide our customers with innovative solutions that improve efficiency and effectiveness in their business operations.

 

Our opportunity

We have an opportunity for an experienced Customer Service Team Leader to join the Customer Service Team located in Mount Waverley, South East Melbourne. Reporting to the National Technical Support Manager, the primary focus of this position involves overseeing and contributing to all aspects of Customer Service excellence across EID's “Direct” branch operations. In the first instance, this will be achieved through the ongoing facilitation and maintenance of customer service operations, as well as the development of new processes delivered through a dedicated customer service team.

 

Key responsibilities:

  • Ensure that all incidents and requests logged via ‘phone, web, e-mail and other means are actioned within one working hour of receipt.
  • Coaching and development of the Customer Service Representatives to ensure that all inbound enquiries are handled in a polite, timely and efficient manner, and that any outstanding issues are followed up as necessary to ensure customer satisfaction.
  • Recruitment, training and development of new and current Customer Service Representatives.
  • Assist with the implement and driving of projects to improve performance against targets.
  • Act as a back-up for the Customer Service Representatives during busy times and staff absences.
  • Analyse and manage all processes associated with the Customer Service operations as performed by the Customer Service Representatives.
  • Liaison with certified Toshiba Dealers (Australia wide) regarding “cross-boundary” processes regarding national clients.
  • Preparation, production and analysis of reporting to monitor call responses, durations and error rates to ensure that performance targets are met.
  • Liaison with the National Technical Support Manager regarding team performance against targets, development opportunities and staff performance issues.

 

Our requirements

To be successful in this role, you will need to work effectively with customers and Toshiba team members across multiple departments and at various levels.  Therefore, sound interpersonal skills, strong customer service orientation and a commitment to the Toshiba Values will ensure success.

 

Skills, knowledge and experience required:

  • At least 2 years inbound call environment experience as an operator within the field service industry
  • Minimum 1-2 years call centre team leader experience
  • Extensive customer service experience
  • Data entry experience and exposure to computerised databases
  • Ability to train, motivate & provide feedback to staff in a team environment
  • Good negotiation, facilitation & communication skills
  • Planning & organisation skills
  • Excellent customer relation skills
  • Conflict resolution skills
  • Phone communication skills
  • Intermediate skill level of MS package
  • Clerical and administrative skills
  • Good analytical skills

 

Our culture

We'll be offering a unique culture, one that enjoys the benefits of a large global technology corporation whilst concurrently having a strong commitment to our people. We acknowledge that it's our team of passionate employees who make Toshiba as successful as it is today.

 

Our benefits

To attract the best, we offer a competitive salary package which includes additional superannuation benefits, product discounts, salary sacrifice, discounted healthcare, Citibank discounts plus many more.

 

If you are looking to achieve a better quality of life, make Toshiba your next move and apply today.

 

Committed to People. Committed to the Future. Toshiba.

 

No agencies please, Toshiba Australia has a preferred supplier agreement in place. Toshiba is not responsible for any fees related to unsolicited resumes.

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