Customer Care Supervisor

Fisher & Paykel Healthcare Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Fisher & Paykel Healthcare Limited in Melbourne is seeking a Customer Care Supervisor to lead our customer care function at head office. You will oversee the end-to-end customer care process, drive service excellence, and develop a high-performing team to ensure exceptional customer experiences.

The ideal candidate will have strong leadership, outstanding communication, and a proactive approach to continuous improvement, coordinating with internal teams and external partners to resolve

Qualifications

• Relevant tertiary qualifications or equivalent experience.
• Experience in a customer care, customer service, or related role.
• Strong written, verbal, and interpersonal communication skills.
• Ability to multitask, prioritise workloads, and manage time effectively.
• In-depth knowledge of the FPH product portfolio.
• Demonstrated leadership and project management skills.
• Proven initiative and proactive work style.
• Strong computer literacy, including Microsoft Office and ERP systems.
• Knowledge of SAP, quality systems, and regulatory requirements is advantageous.

Responsibilities

• Oversee end-to-end customer care process.
• Lead and support a team member; manage stakeholder communications.
• Coordinate with internal departments and external partners.
• Ensure customer issues are resolved accurately, efficiently, and within required timeframes.
• Focus on relationship building and continuous improvement.

Skills

Leadership

Customer Service

Communication

Time Management

ERP systems

SAP

Microsoft Office

Education

Tertiary qualifications

Tools

SAP

Microsoft Office

ERP systems

Job description

At Fisher & Paykel Healthcare, we fully understand the life-changing impact that can result from delivering inspired and world-leading healthcare solutions.

After all, we changed the way the world delivers respiratory humidification to critically ill patients in hospital. Today, through an unrivalled commitment to innovation; to doing the right thing; and doing what is best for the patient, we continue to inspire world-leading healthcare solutions.

The Opportunity

We are seeking a Customer Care Supervisor based in our head office in Melbourne. This is an exciting opportunity for a customer-focused and proactive team member to lead our Customer Care function while supporting the continued growth and success of our business. Reporting to the Customer Service Manager, you will be responsible for fostering a positive team culture, developing team capability, and ensuring the delivery of exceptional customer service across all customer care activities.

As Customer Care Supervisor, you will oversee the end-to-end customer care process, including customer enquiries, product complaints, claims, returns, credits and reporting activities. You will lead and support a team member, manage stakeholder communications, coordinate with internal departments and external partners, and ensure customer issues are resolved accurately, efficiently, and within required timeframes. A strong focus on relationship building, continuous improvement, and maintaining the highest standards of customer service will be key to your success.

The ideal candidate will demonstrate strong leadership capability, excellent communication skills, and a commitment to our values.

Key Requirements

• Relevant tertiary qualifications or equivalent experience.
• Previous experience in a customer care, customer service, or related role.
• Strong written, verbal, and interpersonal communication skills.
• Ability to multitask, prioritise workloads, and manage time effectively.
• High level of attention to detail and accuracy.
• In-depth knowledge of the FPH product portfolio.
• Demonstrated leadership and project management skills.
• Proven ability to show initiative and work proactively.
• Strong computer literacy, including Microsoft Office and ERP systems.
• Knowledge of SAP, quality systems, and regulatory requirements is advantageous.

If you are passionate about delivering outstanding customer experiences and are looking for an opportunity to lead and develop a high-performing team, we encourage you to apply.

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