Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Customer Experience People Lead at Xero leading a team for 24/7 customer support. Driving high customer satisfaction and supporting business objectives in a global context.
Responsibilities
- Contributing to the CX leadership team to execute strategy and achieve key objectives, while collaborating with global peers to ensure operational alignment, is a primary responsibility.
- A high-performance culture will be led by effectively coaching and developing the team to meet and exceed targets for quality, customer satisfaction, and productivity.
- Serving as a key customer advocate and an escalation point, using customer feedback to drive process improvements, will ensure an exceptional service experience.
- Overseeing all team operations, including workforce planning, change leadership, and compliance, is essential to ensure that service level goals are consistently met.
- The entire employee lifecycle will be managed, from recruitment and retention to performance management, while role-modelling company values to build a diverse and capable team.
Requirements
- Proven experience in leading, coaching, and managing a team in a customer-focused support environment.
- Exceptional communication and interpersonal skills for building relationships, influencing others, and managing conflict.
- A strong customer-driven mindset with experience working to and achieving service level and quality targets.
- Demonstrates key personal attributes including resilience, confidence, empathy, and a growth mindset.
- Experience in supporting and delivering business change, with a background in accounting or small business considered a bonus.
Benefits
- Offering very generous paid leave to use however you’d like (plus statutory holidays!)
- Dedicated paid leave to care for your physical and mental wellbeing
- Employee Assistance Program to access mental health care for you and your family
- Health insurance
- Life insurance
- Income protection
- Wellbeing and sports programmes
- Employee resource groups
- 26 weeks of paid parental leave for primary caregivers
- Employee Share Plan
- Beautiful offices
- Flexible working
- Career development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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