Senior Customer Support Specialist

RGIT Australia; Campbelltown; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Staff discount on products

Employee Assistance Program

Wellness platform discounts

Job summary

Nisbets Australia is hiring a Senior Customer Support Specialist in Campbelltown, NSW. You will resolve complex inquiries, guide the team, and enhance service quality while maintaining strong stakeholder relationships.

The role emphasizes mentoring, escalation handling, and continuous improvement in a fast-paced environment, with a competitive base salary and staff benefits. No evenings or weekend work applies.

Qualifications

• Experience in a senior customer service or customer support role.
• Strong complaint resolution and problem-solving skills.
• Proven coaching and mentoring experience.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced environment and manage competing priorities.
• Strong organisational skills and attention to detail.
• Experience using CRM systems and Microsoft Office.
• Customer-focused with a collaborative approach to teamwork.

Responsibilities

• Deliver outstanding customer service and resolve complex enquiries
• Support day-to-day team operations and customer outcomes
• Coach and mentor team members
• Act as an escalation point for customer issues
• Build strong relationships with internal stakeholders
• Drive continuous improvement and service excellence
• Monitor performance against customer service standards and KPIs
• Championing the Core Values

Skills

Senior customer service

Complaint resolution

Coaching & mentoring

Communication

CRM systems

MS Office

Fast-paced environment

Attention to detail

Team collaboration

Tools

CRM systems

Microsoft Office

Job description

Campbelltown, New South Wales 2560, Australia

Full-time Permanent Associate

Description

Nisbets Australia is a global company and a leader in the catering equipment industry. We have been in Australia since 2010 but are part of a much bigger teamacross 10 countries. We have over 500,000 customers worldwide and sell catering equipment in over 100 countries. We attribute our ongoing growth in the catering equipment industry to our number one asset- our people!

THE ROLE

As a Senior Customer Support Specialist, you will play a crucial role in enhancing customer satisfaction and loyalty by providing exceptional support and guidance. You will be responsible for resolving complex customer inquiries, ensuring a seamless experience, and contributing to the continuous improvement of our support processes. This position is vital for maintaining our reputation for outstanding customer service in a competitive market.

The key focus areas of the role include:

• Deliver outstanding customer service and resolve complex enquiries
• Support day-to-day team operations and customer outcomes
• Coach and mentor team members
• Act as an escalation point for customer issues
• Build strong relationships with internal stakeholders
• Drive continuous improvement and service excellence
• Monitor performance against customer service standards and KPIs
• Championing the Core Values

The successful candidate will possess the following skills and experience:

• Experience in a senior customer service or customer support role
• Strong complaint resolution and problem-solving skills
• Proven coaching and mentoring experience
• Excellent communication and stakeholder management skills
• Ability to work in a fast-paced environment and manage competing priorities
• Strong organisational skills and attention to detail
• Experience using CRM systems and Microsoft Office
• Customer-focused with a collaborative approach to teamwork

WHAT YOU NEED TO KNOW

• competitive base salary
• no evenings or weekend work
• generous staff discount on products for all your cooking equipment needs
• access to an Employee Assistance Program
• an excellent communication and wellness platform that offers great discounts to well-known retailers and shops

Nisbets Australia and New Zealand engage in Equal Opportunity recruitment practices to ensure it is a fair process for all applicants.