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Customer Service Manager
VIC Mt Waverley
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Full-time Permanent
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Our company

Toshiba (Australia) Pty Limited is a wholly owned subsidiary of Toshiba Corporation, a global technology leader servicing the Information Systems, Consumer Electronics, Electronic Imaging and Social Infrastructure markets.


Toshiba Australia's Electronic Imaging Division (EID) is growing. We are 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 a Customer Service Manager to join the Customer Service team in Mt Waverley. Reporting to the National Service Business Manager, you will be responsible for leading Toshiba's EID Customer Care Centre and Service Dispatch Team while implementing frameworks, service levels, and processes to create, embed and bring to life customer experience, both internal and external. The Customer Service Manager will use data, insights, technology and innovation to continually enhance the customer experience, reduce customer effort and play a pivotal role in building our brand and reputation in the market. 


This function advocates for customer success; ensuring our focus revolves around customer experience.


Your key responsibilities will include:

  • Leading and managing the functions of the Customer Service Centre and Service Dispatch Team
  • Ensure that all incidents and requests logged via telephone, web, e-mail and other means are actioned
  • Coaching and development of the Customer Service Representatives to ensure all inbound enquiries are handled in a polite, timely and efficient manner, and any outstanding issues are followed up as necessary to ensure customer satisfaction
  • Liaison with certified Toshiba Dealers and support partners (Australia/New Zealand) regarding “cross boundary” processes regarding national clients
  • Setting and monitoring of KPIs, Call Quality and data integrity
  • Advise Senior Management on strategic matters relating to Customer Service
  • Create initiatives pertaining to performance improvement (systems, process and other)
  • Lead the development of the customer experience strategy and roadmap ensuring full alignment with and integration into Toshiba's vision and strategy to increase NPS
  • Prepare reports as required relating to customer service outcomes and call traffic reporting


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 and experience required:

  • 3+ years' experience in a similar leadership role, ideally formed in a Contact Centre/Service Delivery environment
  • Prior experience working with large, complex customer data base including billing, order management and CRM
  • Knowledge and understanding of technology (including digital) as it relates to improving and enhancing the customer experience.
  • Experience rolling out change projects/programs with a customer service focus
  • Exceptional change management, negotiation and influencing skills
  • An uncompromising commitment to quality and continuous improvement
  • High levels of self-motivation, a positive “can do” attitude and goal orientation
  • Seasoned commercial astuteness and decision making capabilities
  • 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. Applications close on the 24th August 2018.


Committed to People. Committed to the Future. Toshiba.

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