Senior Customer Support Specialist

Nisbets Australia is a global company and a leader in the catering equipment industry. We have been in Australia since 2010 but are part of a much bigger team across 10 countries. We have over 500,000 customers worldwide and sell catering equipment in over 100 countries. We attribute our ongoing growth in the catering equipment industry to our number one asset- our people!

THE ROLE 

As a Senior Customer Support Specialist, you will play a crucial role in enhancing customer satisfaction and loyalty by providing exceptional support and guidance. You will be responsible for resolving complex customer inquiries, ensuring a seamless experience, and contributing to the continuous improvement of our support processes. This position is vital for maintaining our reputation for outstanding customer service in a competitive market.

The key focus areas of the role include:

• Deliver outstanding customer service and resolve complex enquiries
• Support day-to-day team operations and customer outcomes
• Coach and mentor team members
• Act as an escalation point for customer issues
• Build strong relationships with internal stakeholders
• Drive continuous improvement and service excellence
• Monitor performance against customer service standards and KPIs
• Championing the Core Values 

The successful candidate will possess the following skills and experience:

• Experience in a senior customer service or customer support role
• Strong complaint resolution and problem-solving skills
• Proven coaching and mentoring experience
• Excellent communication and stakeholder management skills
• Ability to work in a fast-paced environment and manage competing priorities
• Strong organisational skills and attention to detail
• Experience using CRM systems and Microsoft Office
• Customer-focused with a collaborative approach to teamwork

WHAT YOU NEED TO KNOW

Nisbets provide their employees with numerous benefits that include a competitive base salary, no evenings or weekend work, a generous staff discount on products for all your cooking equipment needs, access to an Employee Assistance Program, and an excellent communication and wellness platform that offers great discounts to well-known retailers and shops.

If this sounds like the right role for you and you have the experience required, please APPLY NOW!

Nisbets Australia and New Zealand engage in Equal Opportunity recruitment practices to ensure it is a fair process for all applicants.