Customer Care Team Leader

About the role

Lead and develop a high‑performing customer service team for Baxter’s ANZ operations, ensuring exceptional service delivery, operational efficiency and continuous improvement.

Key responsibilities

• Manage daily operations and guide a team of representatives to meet quality and customer happiness targets.
• Conduct performance reviews, provide mentoring and foster a culture of accountability.
• Resolve advanced or complex customer complaints promptly and professionally.
• Monitor KPIs such as schedule adherence and service levels, reporting insights to management.
• Identify and implement initiatives to improve efficiency, service quality and customer experience.

Required profile

• Engaging, people‑focused leader with strong empathy and accountability.
• Highly organised, detail‑oriented and able to thrive in a fast‑paced environment.
• Proactive mindset with ability to analyse data, spot trends and drive improvements.
• Passionate about delivering outstanding customer experiences.

Required skills

• Proficiency with CRM and ERP systems (e.g., JDE, SAP).
• Experience with service centre platforms and metrics (Genesys, Five9, RingCentral, Avaya).
• Advanced Microsoft Office skills (Word, Excel, Outlook).
• Knowledge of Lean processing methodology and project management.