Customer Care Team Lead: Elevate Service & Impact

Baxter Global

Sydney

On-site

AUD 90,000 - 120,000

Full time

3 days ago

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Job summary

Baxter is seeking an experienced Customer Service Team Leader to drive excellence across our ANZ Customer Service operations. You will lead and develop a high-performing team, ensure exceptional service delivery, and collaborate cross-functionally to enhance the overall customer experience.

You will supervise performance, resolve complex issues, and drive continuous improvement in a fast-paced healthcare environment.

Qualifications

3–5 years of experience in customer service, ideally healthcare/pharmaceuticals or medical devices.
Proven leadership and team management skills.
Proficiency with CRM and ERP systems (e.g., JDE, SAP).
Experience with service center platforms and metrics (Genesys, Five9, RingCentral, Avaya).
Strong attention to detail and adaptability to new systems and processes.
Flexible schedule availability, including evenings and weekends as needed.

Responsibilities

Manage daily operations and lead a team of customer service representatives to reach service quality and customer happiness objectives.
Conduct regular performance reviews, provide mentoring and feedback, and foster a culture of accountability and continuous improvement.
Handle and resolve advanced or complex customer complaints promptly and professionally.
Assess workload and adjust prioritisation to meet service level targets.
Identify and implement initiatives to improve efficiency, service quality, and customer experience.
Monitor KPIs and provide regular reports and insights to management.
Assist in developing and managing departmental budgets, ensuring accurate tracking of expenses.
Partner with cross-functional teams to align customer service strategies with broader business objectives.