Customer Service Team Leader

About the role

Fresenius Medical Care is looking for a Customer Service Team Leader in Macquarie Park. The role leads, supports and develops the Customer Service team while ensuring consistent, high-quality service delivery across orders, enquiries and issue resolution. It covers day-to-day operational oversight, escalation management, ticket flow and team performance against KPIs and SLAs.

Key responsibilities

• Lead and support the team, run daily huddles, allocate work and coach team members
• Manage escalated enquiries, complaints and service issues through to resolution
• Oversee the inbox and ticketing system so tickets are prioritised, progressed and closed within SLAs
• Monitor ticket queues and ageing, and reassign work where needed
• Oversight of orders, credits, debits, RGAs, FOC orders and demo coordination, including delivery and billing block resolution
• Act as escalation point for complex issues and contact for logistics, finance, sales and operations
• Handle complaints, support root cause analysis and corrective actions
• Monitor performance against KPIs and SLAs, report to the Customer Service Manager and drive continuous improvement
• Take part in projects, process improvements, documentation, training and change management
• Support OH&S and compliance with policies and regulations

Required profile

• Proven experience in a customer service leadership or senior customer service role
• People leadership, coaching and escalation management skills
• Ability to manage competing priorities in a fast-paced environment
• Problem-solving and stakeholder management capability

Required skills

• Experience with ERP systems (e.g. SAP) and ticketing/workflow tools preferred