Customer Experience & Sales Lead

Kirily Pty Ltd; Gosford; On-site; AUD 70,000 - 90,000; Full time

Job summary

Kirily Pty Ltd in Gosford, NSW is seeking an experienced Customer Experience & Sales Lead to drive excellent service and sales performance. You will lead a small customer service team, coordinate the day-to-day CX function, and ensure enquiries and orders are handled promptly and professionally.

The role requires strong communication, organisational skills, and a proactive approach to improve processes. You will collaborate with sales, warehouse and internal teams to meet customer requirements

Qualifications

• At least 3 years' experience in a customer service, administration, or similar role.
• Previous experience supervising or managing a small team.
• Strong communication and interpersonal skills.
• Excellent phone and email manner.
• Good computer and administration skills.
• The ability to manage multiple priorities in a busy environment.
• A proactive attitude and willingness to take initiative.

Responsibilities

• Manage and support a small customer service team
• Respond to customer enquiries via phone and email
• Process customer orders accurately and efficiently
• Assist customers with product, order, and delivery enquiries
• Resolve customer concerns and issues in a professional and timely manner
• Liaise with sales representatives, warehouse staff, and other internal departments to ensure customer requirements are met
• Monitor outstanding customer enquiries and follow up where required
• Maintain accurate customer and order information within internal systems
• Assist with general administration and office duties
• Support improvements to customer service processes and procedures

Skills

Customer service

Administration

Team leadership

Communication

Organisational skills

Time management

Attention to detail

Problem solving

Job description

We are looking for an experienced and proactive Customer Experience & Sales Lead to join our team. This role is ideal for someone who enjoys working with customers, is highly organised, and has experience leading a small customer service team. The successful candidate will be responsible for providing a high level of customer service, supporting the day-to‑day customer experience function, and ensuring customer enquiries and orders are handled efficiently and professionally.

Key responsibilities

Manage and support a small customer service team

Respond to customer enquiries via phone and email

Process customer orders accurately and efficiently

Assist customers with product, order, and delivery enquiries

Resolve customer concerns and issues in a professional and timely manner

Liaise with sales representatives, warehouse staff, and other internal departments to ensure customer requirements are met

Monitor outstanding customer enquiries and follow up where required

Maintain accurate customer and order information within internal systems

Assist with general administration and office duties

Support improvements to customer service processes and procedures

About you

At least 3 years' experience in a customer service, administration, or similar role

Previous experience supervising or managing a small team

Strong communication and interpersonal skills

Excellent phone and email manner

Strong organisational and time-management skills

High attention to detail and accuracy

Confidence handling customer concerns and resolving problems

Good computer and administration skills

The ability to manage multiple priorities in a busy environment

A proactive attitude and willingness to take initiative