Customer Service Team Lead: Elevate Support & KPIs

AUS Fresenius Medical Care Australia Pty Ltd; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Fresenius Medical Care Australia is seeking a Customer Service Team Leader to lead and develop the Customer Service team, ensuring high-quality service across orders, enquiries and issue resolution.

You will oversee day-to-day operations, handle escalations, manage ticket flow and drive performance against KPIs and SLAs, partnering with logistics, finance and sales to improve processes and customer outcomes.

Qualifications

• Proven experience in a customer service leadership or senior role.
• Strong people leadership, coaching, and escalation management skills.
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Lead and develop the Customer Service team in day-to-day operational activities.
• Oversee escalations, ticket flow, and KPI/SLA performance.
• Provide oversight of orders, credits, debits, RGAs, and invoicing issues.
• Collaborate with cross-functional stakeholders (logistics, finance, sales/ops).

Skills

People leadership

Escalation management

Stakeholder management

Prioritization in fast-paced

Tools

SAP

Ticketing system

Job description

Fresenius Medical Care Australia is seeking a Customer Service Team Leader to lead and develop the Customer Service team, ensuring high-quality service across orders, enquiries and issue resolution.

You will oversee day-to-day operations, handle escalations, manage ticket flow and drive performance against KPIs and SLAs, partnering with logistics, finance and sales to improve processes and customer outcomes.