Customer Service Leader
Exciting opportunity to assist in managing issues and inquiries for new and existing clients, with a focus on improving the customer experience.
Summary about this job
Management & Support
Company: United Petroleum Pty Ltd
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-2-9910-1210
Fax: +61-8-6698-5322
E-mail: n\a
Site: n\a
Detail information about job Customer Service Leader. Terms and conditions vacancy
United Petroleum is an independent, Australian owned petrol and convenience company which offers customers premium quality fuels and competitive pricing Australia-wide. We are one of the fastest growing independent companies in Australia, specializing in the retail and wholesale fuel markets; convenience stores and ethanol manufacture; generating employment for over 2,500 Australians.
Due to expansion and ongoing business growth, we are seeking an experienced Customer Service Leader to take on the challenge of elevating our customer experience and service delivery. This role will work within the Credit and operations team to assist in managing the customer experience, issues and inquiries for new and existing United Card customers. This role places a large emphasis on improving client engagement to both generate and retain United Card clients.
Your job responsibilities will include:
- Create a "centre for excellence" for customer experience and champion customer service within the United card operations team
- Manage inbound call flow and e-mail inquiries, and action or respond as required
- Implement, evaluate and improve ongoing service levels to ensure high customer service delivery
- Take ownership of key strategic United Card clients and their requirements with a focus on improving the customer experience
- Participate in client-retention activities
- Conduct in activation and engagement of new United Card customers to ensure smooth on-boarding
- Improve current business processes with the view to improve customer experience
- Resolve complex customer issues and escalate to relevant stakeholders when required
- Management of United Card vendors including card supplier and outsourced service centre, to ensure they meet SLA’s
The ideal candidate will possess:
- Demonstrated experience in having a customer centric approach, in a B2B Sales environment
- Proven track in improving customer experience and engagement
- Ability to re-engineer procedures and processes to ensure ongoing high quality service levels
- Experience in engaging internal stakeholders to assist in getting results
- Working in a challenging environment where there are multiple systems and limited automation
- Previous experience in Fuel Card offerings is highly favoured