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Contact Centre Supervisor

Location: Revesby, New South Wales, Australia
Job ID: AM788_1599448166
Date Posted: Sep 23, 2020
Segment: Construction Machinery
Business Unit: Hitachi Construction Machinery
Company Name: Hitachi Construction Machinery (Australia) Pty Ltd
Profession (Job Category): Administration
Job Type (Experience Level): Experienced
Job Schedule: Full-Time

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About Us

Hitachi Construction Machinery Australia (HCA) is a leading manufacturer of construction and mining equipment. At the heart of HCA's trusted and reliable equipment range lies a team of talented and dedicated people committed to providing industry-leading after sales service and reliable solutions.

The Opportunity

We have an exciting opportunity available for a motivated and experienced Contact Centre Supervisor to join our National Customer Care team. Based in Revesby, you will bring the Hitachi brand and values, strategy and customer service promise to life through industry leading customer service and proficient people management skills. Main responsibilities include:

  • Provide leadership, mentoring and guidance to the team, ensuring the highest levels of customer service
  • Support the contact centre manager in workforce planning, quality monitoring and performance management
  • Assist in the development of process improvements to streamline processes and achieve greater efficiency
  • Optimise customer experience and sales in accordance with HCA policies and processes, navigating and solving complex issues
  • Provide high levels of customer satisfaction and an outstanding customer experience
  • Deliver on both individual and business targets and objectives
  • Ensure timely and concise reporting on performance and processes
  • Monitor timesheet submissions ensuring accuracy

In this role you will bring:

  • Contact centre / call centre leadership experience
  • Highly developed communication skills with a professional telephone manner
  • Demonstrated knowledge of computer applications, experience with MS Dynamics & Ariba will be advantageous
  • A proactive response to problem resolution and delivering on customer expectations
  • The ability to maintain strong business relationships across other departments and operational branches
  • Resilience, professionalism and enthusiasm to motivate the team to achieve desired business outcomes

Benefits

Work with a global leader and make a big difference in a company that stands in its own right. We are offering:

  • A rewarding pay rate + the opportunity to earn company biannual bonuses
  • Permanent Full Time Position in a leading OEM with long term job security
  • Career progression opportunities based on merit
  • Rewarding employee benefits on a range of goods and services with exclusive staff discounts
  • Supportive management who value your input in finding new and improved ways to achieving success
  • Be a part of a leading OEM that genuinely values its employees and ensures everyone is happy and safe at work!

Here at Hitachi, we believe that success comes from the partnership of our market-leading products and the quality of our people. We are an equal opportunity employer, do not discriminate and wholeheartedly value diversity at our company.

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