Customer Service & Admin Team Lead - Drive Excellence

KONE; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Free onsite undercover parking

Gym access

Career development opportunities

Training and development focus

Flexible working environment

Job summary

KONE in Mascot is seeking a Customer Service & Administration Team Leader to guide a busy team, ensuring exceptional service for internal and external customers. Reporting to the National Customer Service & Administration Manager, you will drive service strategies, coach staff, and monitor performance.

You will lead process improvements, collaborate with stakeholders, and maintain compliance with global procedures, while fostering a positive, proactive team culture.

Qualifications

• Proven experience leading a busy customer-focused team.
• Experience in customer service and/or administration environments.
• Strong attention to detail and ability to follow processes and procedures.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead, coach, and develop the Customer Service & Administration team to deliver outstanding customer outcomes.
• Drive the successful implementation of the organisation's customer service and administration strategies.
• Monitor team performance and ensure KPI and SLA targets are consistently achieved.
• Foster a collaborative and supportive team culture through effective communication and information sharing.
• Analyse data, identify trends, and implement process improvements that enhance the customer experience.
• Ensure compliance with established global processes and procedures.
• Provide regular updates, insights, and performance reports to management.
• Ensure customer enquiries and complaints are managed promptly, professionally, and effectively.

Skills

People leadership

Customer service

Administration

Attention to detail

Communication

SAP

Salesforce

Microsoft Office

Tools

SAP

Salesforce

Microsoft Office

Job description

KONE in Mascot is seeking a Customer Service & Administration Team Leader to guide a busy team, ensuring exceptional service for internal and external customers. Reporting to the National Customer Service & Administration Manager, you will drive service strategies, coach staff, and monitor performance.

You will lead process improvements, collaborate with stakeholders, and maintain compliance with global procedures, while fostering a positive, proactive team culture.