Customer Care Lead

1. ORGANISATION:

• Department: Customer Care
• Higher Manager: Managing Director
• Immediate Manager: Operations Director
• Personnel responsibility: 3

2. ROLE/JOB SUMMARY/RESPONSIBILITIES:

The Customer Care Lead is responsible for supervising the daily operations of the Customer Care team to ensure excellent delivery service to customers and partners. This role supports frontline performance, provides guidance to team members, ensures compliance with procedures, and acts as an escalation point for service challenges. The role also coordinates technician and contractor dispatching and installation planning in alignment with business objectives. This role will work to a roster where shifts can be any day of the week including public holidays.

3. SPECIFIC RESPONSIBILITIES, legal demands, internal or external demands and/or specific documents and procedures:

RESPONSIBILITIES

Team Supervision & Daily Operations

• Oversee frontline execution of customer call handling and case management
• Ensure TOMRA meets contractual requirements and SLAs
• Support onboarding, coaching and skill development of Customer Care Specialists
• Monitor work allocation, shift schedules and adherence to SOPs
• Ensure accurate documentation and ERP system usage (IFS) and other systems

Customer & Incident Management

• Provide support for escalated customer inquiries, complaints and technical issues
• Liaise with Service Operations, Technical Support, Sales and onsite partners
• Ensure dispatching and service coordination are executed on time and within SLA

Performance & Continuous Improvement

• Track team performance against KPIs, SLAs and quality standards
• Translate organizational KPIs to individual KPIs
• Identify areas for operational improvement and propose enhancement initiatives
• Ensure customer feedback is captured and directed to relevant stakeholders

Compliance, Safety & Reporting

• Promote a safe working environment and ensure HSE compliance
• Ensure timely reporting of incidents, hazards and operational risks
• Prepare service performance reports as required

4. ADDITIONAL RESPONSIBILITIES:

• Assist with planning for delivery and installation of customer equipment
• Support execution of service projects and remote machine configuration tasks

5. AUTHORITIES:

• Supervisory oversight of daily team activities
• Provide coaching and performance input to management
• Recommend process improvements and resource adjustments