About us…
Since 1992, Device Technologies has been dedicated to improving patients’ lives through leading edge technology and services, supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided by our people. With HQ in Sydney, the company continues to grow, representing over 200 trusted brands, and employing over 1000 highly skilled staff located across Australia, New Zealand and Asia.
Geared towards optimal performance, our culture is built on empowering our people to achieve their goals, aligning with wider business objectives. We focus on productivity, continuous improvement, career development and leadership nurturing to foster a superior workforce.
The opportunity…
This exciting opportunity is perfect for individuals who are passionate about leading teams to deliver exceptional customer service. As a Customer Service Team Lead, you will play a pivotal role in guiding and inspiring your team to ensure every interaction with our valued customers results in outstanding outcomes, always prioritizing their needs.
This role goes beyond leadership—it's a chance to be part of a dynamic team that values communication, empathy, and building strong relationships. With each day bringing new challenges and opportunities for growth, this role offers the excitement of driving customer satisfaction, fostering team success, and advancing your leadership journey.
About you...
At Device Technologies, we succeed through our commitment to four key values:
Delivering Innovation – We encourage and reward fresh ideas and are committed to supporting our people to make change.
Seeking Collaboration – We support each other in our combined mission to help others achieve their goals.
Taking Ownership – We believe in equipping our people to take responsibility and accountability in their roles and trust them to get the job done.
Practising Good Business – Our success is built on a mix of intuition and experience and we foster an environment where all voices are heard and nobody is afraid to make mistakes.
Our ideal candidate for this role aligns with these values.
The ideal candidate for this role is an inspiring and results-driven leader who embodies our core values of innovation, collaboration, ownership, and good business practices. You thrive in a fast-paced environment, consistently demonstrating exceptional problem-solving skills, emotional intelligence, and the ability to motivate and guide a team to achieve shared goals. With a passion for delivering exceptional service, you balance a customer-first mindset with a focus on continuous improvement, fostering a culture of excellence within your team.
You are adaptable, proactive, and committed to your personal and professional growth, making you an essential contributor to Device Technologies' mission of improving lives through innovative medical solutions.
Experience required:
- Proven experience in a customer service or contact center environment, preferably within a leadership or supervisory role (2+ years recommended).
- Demonstrated ability to manage and motivate a team to achieve performance metrics, including service levels, customer satisfaction, and quality standards.
- Strong problem-solving skills with experience handling escalations and resolving complex customer issues.
- Excellent communication and interpersonal skills, with the ability to foster collaboration and build relationships across teams.
- Proficiency in using CRM systems, ticketing platforms, and other customer service tools.
- Experience in training, coaching, and developing team members to drive individual and team success.
- Strong organizational and time management skills, with the ability to prioritize tasks in a fast-paced environment.
- Understanding of process improvement methodologies and a track record of implementing changes to enhance team efficiency and customer satisfaction.
- Familiarity with the medical devices or healthcare distribution industry (preferred but not required).
- Ability to analyze data and generate reports to track performance trends and identify areas for improvement.
Interested?
To apply for this opportunity, please click on the 'apply' button to be redirected to our candidate application portal.
At Device Technologies we are motivated by the opportunity our equipment provides to change people’s lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.
Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.
Please note: Device Technologies will undertake pre-employment checks via our accredited background check provider for the successful candidate to ensure that Device Technologies is meeting legislative obligations and the information a candidate provides is accurate. For all roles, an offer of employment will be subject to the following pre-employment checks: identity check, reference checks, right to work in location (checks for visa holders), police integrity. By proceeding and applying for the role, you acknowledge our hiring process and agree to undertake the required pre-employment checks if successful.
It is also a mandatory requirement for certain roles within our organisation, where the successful applicant may be required to present certifications and/or vaccinations status as per role requirements. Evidence of certificates or vaccination status will be requested during the interview process by management to qualify fit for role and prior to any offer.
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