Customer Support Centre Team Leader

About Us

Hitachi Construction Machinery Australia (HCA) is a leading manufacturer of construction and mining equipment.

The Opportunity

Based in Revesby, we are currently seeking an experienced and proactive Customer Service Team Leader to join our National Contact Centre team. You will lead a team in charge of managing outbound correspondence to existing Hitachi Clients providing proactive equipment management solutions using the various machine technology and service information tools. You will also be responsible for the various other outbound customer contact initiatives to optimise revenue.

Your key responsibilities will include:

• Leading a team to provide the highest levels of customer service
• Provide coaching and development to the team
• Optimising customer experience and sales
• Provide customers with solutions utilising the various technology and service information
• Maintenance and management of customer information and machine intelligence
• Deliver on both individual and business targets and objectives
• Ensure timely and concise reporting on performance and processes

As the ideal candidate, you will have:

• Team Leader/management experience in a high-volume, dynamic, call centre or customer service environment
• High level of attention to detail as you will be entering essential information in our systems
• Mechanical aptitude is an advantage
• Experience in a parts or service environment in earthmoving or associated industries is highly regarded
• Strong computer literacy including the use of CRM
• Excellent written and verbal communication skills to direct high-volume enquiries
• Helpful and adaptable approach when understanding customer needs with an ability to navigate and solve complex issues

Benefits – What’s in it for you?

• Hybrid working: Opportunity to work from home up to 2 days per week
• Revesby Location with FREE on-site parking
• TWO bonuses a year: Potential to earn biannual bonuses providing increased earning capacity
• Full-time, permanent opportunity in a leading OEM with long term job security
• Employee Rewards: Exclusive discounts across major retailers through our employee rewards program
• Health: Discounted Medibank health insurance policy
• Wellness program: access to Employee Assistance Program
• Uniform: Generous corporate uniform supplied
• Training and Development: Continuous training and upskilling with real career development opportunities, start your rewarding career now!

Here at Hitachi, we believe that success comes from the partnership of our market-leading products and the quality of our people. We are an equal opportunity employer, do not discriminate and wholeheartedly value diversity at our company.