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Head of Customer Support - APAC

Contract Type: Permanent
Location: Brisbane
Industry:
Reference: 795899
Job Published: 2021-10-08 14:01:02 +1100
OnTalent is delighted to partner with Tritium, a Brisbane-based organisation which designs and manufactures proprietary technology to create the world’s most advanced and reliable DC fast chargers for electric vehicles.  It became the first company in the world to implement Plug and Charge (ISO 15118) which enables EVs and charging equipment to communicate, authenticate, and transact seamlessly via the charging cable. 

Founded in 2001, Tritium has experienced ongoing growth and employs 450 staff worldwide, with operations in Australia, Europe, and the US.  Supporting its loyal customer base, we are pleased to recruit the role of Head of Customer Support APAC which is based in the Brisbane office and will lead the Australian Customer Support team to ensure an efficient, profitable service that increases customer satisfaction, loyalty, and retention.

Key responsibilities will include: 
  • Manage daily operational matters including policy, process, and compliance issues and deal with escalated matters appropriately
  • Improve the customer service experience and develop service procedures, policies, and standards
  • Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Collect business data, diagnose problems, develop strategies and implement change
  • Manage budgets, control resources, and utilise assets to achieve qualitative and quantitative targets
  • Analyse statistics and compile accurate reports
  • Keep ahead of industry developments and apply best practices to areas of improvement
This role requires someone who is proactive and a self-starter with the ability to quickly pinpoint areas of the business that require attention and implement solutions.  You will be process and people-focused, have the ability to work with a variety of stakeholders with diverse backgrounds, and have strong client-facing and communication skills. 

Paramount is strong attention to detail and a working knowledge of customer service software, databases, and tools.  You are an analytical problem solver and have experience setting up and managing spare part stock and distribution.  Asset management systems experience and excellent knowledge of management methods and techniques are required and either a Bachelor’s Degree or Advanced Diploma (engineering) would be highly regarded.

To find out more about this great opportunity, direct your enquiry in confidence to Robyn Titmus, Senior Client Partner, or Melanie Watson, Associate Client Partner at OnTalent on 07 3305 5800.  To be considered, please submit your resume and cover letter (Word format) by selecting the “apply now” function.
  
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