Power Generation, Utilities & Renewables

Customer Support Manager
Published on: 03/9/22

Region:
North America
Country:
United States
City:
Torrance
Reference:
29407
Job Description

This position reports directly to the Global Director of Operations in the interim that will change to the Global Customer Support Director and is based in Brisbane, Australia.

 The role will lead the Australian Customer Support team to ensure an efficient, profitable service that increases customer satisfaction, loyalty and retention. 



Role & Responsibilites

  • Support change management and improve business processes, implementing various initiatives in a timely and efficient manner.
  • You will need to multi-task and prioritize – in particular the ability to support and prioritize tasks from more than one stakeholder.
  • Manage daily operational matters including policy, process and compliance items and deal with escalated matters appropriately.
  • Collecting business data, diagnosing problems, developing strategies and implementing change
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Maintain an orderly workflow according to priorities
  • Support change management and improve business processes, implementing various initiatives in a timely and efficient manner.



Requirements

Qualifications & Experience

  • Process and people focused - having the ability to work with a variety of stakeholders with diverse backgrounds
  • Have a strong attention to detail and are an analytical problem solver.
  • Asset management systems experience ideally MEX (or another aligned platform). Over time role will be afforded cope to change this to align with required business outcomes.
  • Bachelors degree or Advanced Diploma (Engineering discipline would be highly regarded)
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  •  Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Ability to work a roster that may occasionally include weekends.
  • Process and people focused.
  • Experience in the setup and deployment of international customer support functions – on the ground delivery.
  • Experience setting up and managing spare part stocking and distribution, works to control costs while providing great service to the customer. 
  • Demonstrated success in implementing service improvements resulting in measurable customer satisfaction improvements.
  • Excellent communicator who understands the internal as well as external customer focus.
  • Must be eligible to work in US.