Customer Service & Administration Team Leader

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

Permanent, Monday to Friday role

Location: Mascot

At KONE, we bring buildings to life. Look around and you'll see KONE in buildings everywhere. Through our technical expertise and digital connectivity, we provide essential services that keep people moving safely and efficiently every day.

Why join us?

KONE is seeking a Customer Service & Administration Team Leader to join our team in Mascot. Reporting to the National Customer Service & Administration Manager, you will play a key role in leading and developing a high-performing team that delivers exceptional service to both internal and external customers. This is an excellent opportunity for an experienced people leader who is passionate about customer service, operational excellence, and continuous improvement.

You’ll be joining a team of passionate, dedicated professionals who genuinely care about making a difference for our customers and each other.

What you'll be doing

• 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.

What we’re looking for

• Proven experience leading and managing a busy customer-focused team.
• Previous experience in customer service and/or administration environments.
• Strong attention to detail and the ability to follow established processes and procedures.
• Excellent communication and interpersonal skills.
• Highly organised and agile, with the ability to pivot quickly, manage competing priorities, and deadlines.
• Strong computer skills, including proficiency in the Microsoft Office Suite.
• A professional and confident approach when engaging with both internal and external stakeholders.
• A positive, proactive, and solution-focused mindset.
• Experience with SAP and Salesforce is advantageous, but not essential.

What we offer

• Free onsite undercover parking and gym access
• Career development and progression opportunities within a global organisation
• Career progression opportunities within a global organisation focused on training, safety, and quality
• A supportive, collaborative, and flexible working environment
• Ongoing training and development to support your career growth
• A career at KONE is the beginning of a unique and rewarding journey.

Applicants must be Australian or New Zealand citizens, or hold Australian permanent residency, to be considered for this position.

This position is being sourced directly by KONE. We respectfully request no agency approaches.

Company culture

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized.

In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow®. In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.