Customer Experience Team Lead: Drive Service Excellence

Baxter International Inc.; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Baxter International Inc. is seeking an experienced Customer Service Team Leader to drive excellence across its ANZ Customer Service operations.

You will lead and develop a high-performing team, ensuring exceptional service delivery, operational efficiency, and continuous improvement across the region. You will supervise performance, resolve complex issues, and collaborate with cross-functional teams to enhance the overall customer experience.

Qualifications

• Relevant tertiary qualification or equivalent proven experience.
• 3-5 years of experience in customer service, ideally within healthcare/pharmaceuticals or medical devices.
• Proven leadership and team management skills.
• Strong ability to build trusted relationships with customers and stakeholders.
• Proficiency with CRM and ERP systems (e.g., JDE, SAP).
• Prior working knowledge of pharmaceuticals or medical devices is highly desirable.
• Experience in service center platforms and metrics (e.g., Genesys, Five9, RingCentral, Avaya, etc.).
• Experience in Project management and Lean processing methodology.
• Strong attention to detail and adaptability to new systems and processes.
• Ability to thrive in a fast-paced environment and prioritise competing demands.
• Flexible schedule availability, including evenings and weekends as needed.
• Advanced Microsoft Office skills (Word, Excel, Outlook).

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 key performance indicators 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.

Skills

Leadership

Customer service

CRM systems

ERP systems

Data analysis

Project management

Lean processing

Microsoft Office

Education

Tertiary qualification

Tools

JDE

SAP

Genesys

Five9

RingCentral

Avaya

Job description

Baxter International Inc. is seeking an experienced Customer Service Team Leader to drive excellence across its ANZ Customer Service operations.

You will lead and develop a high-performing team, ensuring exceptional service delivery, operational efficiency, and continuous improvement across the region. You will supervise performance, resolve complex issues, and collaborate with cross-functional teams to enhance the overall customer experience.