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Customer Care Supervisor

Сфера деятельности: Operations

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: Dandenong North

Страна: Australia

About the role

L’Oreal Australia is currently seeking a motivated candidate to take the role of Customer Care Supervisor.

Reporting to the Customer Care Manager, you will be supervising a team of Sales Coordinators with a focus on traditional customers including salons, hairdressers and pharmacies. You will be responsible for ensuring the required service level to our traditional customers with a constant focus on enhancing operations and increasing customers satisfaction.

Your key responsibilities will include:

  • Supervise a team of sales coordinators, conduct performance appraisals
  • Identify bottlenecks and operations improvement, propose corrective actions and lead projects to enhance customers experience  
  • Establish a personalised relationship with the customers (external or internal) in order to optimise the service provided
  • Be the point of contact for escalations of customers enquiries (deadlines, shortages, information, disputes) and handle any complaint in an efficient and professional manner
  • Record, analyse and follow up the disputes situations (complaints, returns…) in collaboration with the Credit team, the sales team and the physical distribution
  • Use customers’ feedback to drive improvements to service
  • Proactively communicate towards the hierarchy in case of problems and implement adapted corrective actions.
  • Ensure the continuity of service by backing up the team if required
  • Formalise processes and train new collaborators (transfer of knowledge, sharing best practices…)

About You

To be successful in this role you will have a dynamic personality, excellent relationship building and people management skills and be customer oriented. You will need to be highly analytical, with strong attention to detail and display strong verbal and written communication skills.

The successful candidate will be able to display initiative to solve issues, improve processes and be capable to grow and develop his skills within a fast pace organisation.

We are an equal opportunity employer and we encourage applications from people regardless of gender, ethnicity, religious beliefs or disability.