Customer Service Team Lead: Lead & Elevate Support Operations

Fresenius Medical Care; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Fresenius Medical Care is seeking a Customer Service Leader in Sydney to guide the team in daily operations, escalations, and service delivery across orders and inquiries. You will coach staff, manage workload, and ensure adherence to KPIs and SLAs.

The role requires strong leadership, problem-solving, and cross-functional collaboration with logistics, finance, and sales to resolve complex issues promptly and accurately.

Qualifications

• Proven experience leading a customer service team in a fast-paced environment.
• Strong coaching and escalation management skills.
• Ability to prioritise and manage competing priorities.
• Excellent problem-solving and stakeholder management capabilities.
• Experience with ERP systems (e.g., SAP) and ticketing/workflow tools.

Responsibilities

• Lead and support the Customer Service team in day-to-day operations and ensure SLA adherence.
• Act as first point of escalation for complex customer issues and internal queries.
• Oversee order types, credits, debits, and invoice issues; coordinate with cross-functional teams.
• Review customer complaints, support root cause analysis and corrective actions.
• Monitor team KPIs and provide performance reporting and insights.
• Contribute to process improvement initiatives and system enhancements.

Skills

People Leadership

Coaching

Escalation Management

Stakeholder Management

Tools

SAP

Job description

Fresenius Medical Care is seeking a Customer Service Leader in Sydney to guide the team in daily operations, escalations, and service delivery across orders and inquiries. You will coach staff, manage workload, and ensure adherence to KPIs and SLAs.

The role requires strong leadership, problem-solving, and cross-functional collaboration with logistics, finance, and sales to resolve complex issues promptly and accurately.