Healthcare Customer Experience Lead (ANZ)

Baxter Healthcare; Sydney; On-site; AUD 90,000 - 110,000; Full time

Job summary

Baxter is seeking an experienced Customer Service Team Leader to drive excellence across our ANZ Customer Service operations. You will lead and develop a high-performing team, ensuring exceptional service delivery, and cross-functional collaboration to enhance the customer experience.

You will supervise performance, resolve complex issues, and manage daily operations in a fast-paced environment. A tertiary qualification and 3-5 years in healthcare customer service are preferred.

Qualifications

• Relevant tertiary qualification or equivalent proven experience.
• 3-5 years 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., Genesys, Five9, RingCentral, Avaya, JDE, SAP).

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 leadership

Data analysis

CRM systems

ERP systems

Education

Relevant tertiary qualification or equivalent proven experience

Tools

Genesys

Five9

RingCentral

Avaya

JDE

SAP

Job description

Baxter is seeking an experienced Customer Service Team Leader to drive excellence across our ANZ Customer Service operations. You will lead and develop a high-performing team, ensuring exceptional service delivery, and cross-functional collaboration to enhance the customer experience.

You will supervise performance, resolve complex issues, and manage daily operations in a fast-paced environment. A tertiary qualification and 3-5 years in healthcare customer service are preferred.