Customer Service Team Leader

at  Tunstall APAC

ABOUT US

As part of a global company, Tunstall Healthcare is the market leader of telecare and telehealth solutions. Tunstall’s assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live in their own home. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families.

PURPOSE OF THE ROLE

We have an exciting position available where you will lead from the front and manage the Customer Service team to provide premium customer service, ensuring the highest level of consistent and quality service delivery to clients, while maintaining clear goals and objectives to the team. This role trains and mentors the Customer Service team who provide excellent service and non-urgent troubleshooting for our client’s emergency medical alarms.

RESPONSIBILITIES

• Lead and manage the day-to-day Customer Service team activities, including setting KPI’s, addressing performance and planning rostering requirements
• Coach, develop and mentor approximately 10 direct reports
• Be an escalation point to the Customer Service team for complex customer issues and/or concerns
• Ensure contractual service level agreements are delivered for installations and client activation processes
• Identify and implement continual improvement of the function and the team
• Conduct basic alarm troubleshooting for our wonderful clients