Description:
- ‘One team’ that lives by the principles of family, customer, and continuous improvement & innovation
- You grow as we grow!
- We keep it cool with great benefits and passion for what we do
ABOUT US:
ActronAir is a proud Australian company that has been designing and building world-class air-conditioning technology since 1984. At ActronAir, we are in our element pushing the possibilities of efficiency, performance and reliability to improve your comfort for a lifestyle you enjoy.
We take what we do seriously, but not ourselves. We value our people and believe they impact us just as much as we impact them. That’s why we are passionate about not only what we do, but how we do it.
ABOUT THE ROLE:
Reporting to the National Service Manager, we are seeking someone who will be responsible for leading the Service Administration team to deliver exceptional customer experiences.
The Service Admin Lead plays a key role in resolving escalated customer issues, analysing service metrics, and identifying areas for improvement to enhance customer satisfaction and loyalty.
They collaborate closely with other departments, including sales, customer care, engineering and operations, to align service department initiatives with our business objectives. Strong leadership, communication, and problem-solving skills are essential for success in this role, as is a customer-centric mindset that prioritises creating positive interactions and building lasting relationships with customers.
WHAT’S INVOLVED:
- Lead and manage the Service Administration team to deliver high-quality customer service.
- Set and maintain customer experience standards while resolving escalations and reducing issues.
- Ensure timely and accurate service call order entry, job allocation, invoicing, and data management.
- Provide hands-on leadership, assisting with business-as-usual tasks when required.
- Build strong relationships with state branches to achieve service KPIs and enhance customer satisfaction.
- Collaborate with internal stakeholders to improve service communication and efficiency.
- Identify inefficiencies, drive continuous improvement, and implement process enhancements.
- Analyze customer feedback and take corrective actions to optimize service performance.
- Foster a culture of innovation, accountability, and continuous improvement.
YOU WILL NEED:
There are a few essential tools you will need under your belt to be successful in this role:
- 2+ years in Customer Service/Call Centers Management.
- Strong leadership, communication, and negotiation skills.
- Advanced ERP, Excel, and data analysis skills.
- Experience in change management and process improvement.
- Strong problem-solving, decision-making, and financial interpretation abilities.
- Results-driven, detail-oriented, and able to meet critical deadlines.
- Ability to engage, motivate, and build strong team relationships.
- Strong organisational and multitasking skills under pressure.
- Business degree and project management experience (desirable).
WHAT WE ARE PROUD OF:
At ActronAir, we live by our core beliefs, sharing the values of:
- One Team
- Family
- Customer Focus
- Continuous Improvement & Innovation
Working at ActronAir, you will gain access to a wide range of benefits including:
- Discounts on our products for you and your family
- A focus on wellbeing through our Employee Assistance Program and Wellbeing App
- An inclusive and accessible working environment
- Our Recognition Program and App
- Countless opportunities to grow your career.
ActronAir embraces inclusivity and opportunity for all and encourages all suitably qualified applicants to apply. You must have the right to work in Australia as this position is not supported by a visa sponsorship program.