Scis Customer Service And Sales Team Leader
vor 3 Wochen
SCIS Customer Service and Sales Team LeaderSupervisors/Team Leaders (Call Centre & Customer Service)
Education Services Australia (ESA) is a ministerial not-for-profit company committed to making a positive difference in the lives and learning of Australian students.
ESA delivers products and services for clients including the Australian government, State and Territory education authorities, and a variety of not-for-profit and government organisations.
The Digital Services area manages the design, delivery and promotion of a portfolio of online subscription-based products and services.
The current portfolio includes the Schools Catalogue Information Service (SCIS), which supplies bibliographic records to school libraries and services across Australia, New Zealand and the United Kingdom.
Why Work With Us Work for a not-for-profit organization that provides true impact for students, teachers, parents, and carersEnjoy a flexible working policy, with 40% of your working time spent in the officeBenefit from a convenient location in the heart of the CBDWe are looking for an energetic and organised SCIS Customer Service and Sales Team Leader to manage the day-to-day requirements of the customer support team to ensure customer expectations and team KPIs are met within a timely manner and within set budgets.
You will provide leadership to two customer support officers, ensuring they're supported in their roles and focused on:
Customer and product support: 40%Stakeholder engagement (consortia customers and partner organisations): 25%Project work (SCIS system is going through an upgrade): 10%Key Responsibilities: Work to increase sales and maintain current high customer retention levelsCollaborate with SCIS Management and Marketing staff to support and report on sales campaigns, including managing customer queries, tracking reseller sales, and conducting product demonstrations as requiredManage the SCIS annual renewal processLead the customer support team to ensure best-practice customer service delivery for SCIS and provide additional customer support as neededLiaise with the finance team to monitor collections, including sending invoice reminders and generating invoicesSupport the SCIS team in maintaining relationships with external stakeholders, including jurisdictions, suppliers, tertiary contacts, professional associations, and schools as requiredProvide feedback to SCIS management on business development opportunities and suggest product improvementsContribute to the conceptualization, development, and market testing of new products, services, and processesParticipate in the annual SCIS customer survey and promote it to users.About You: You are a highly organised person with strong attention to detail and are committed to quality service deliveryYou have experience working in customer service/salesDemonstrated ability to develop and manage a customer service team to achieve high performanceExperience working with systems and building process improvementsStrong communication skills both verbal and writtenAbility to manage multiple tasks and changing prioritiesKnowledge of school systems and school librariesExperience with ZendeskExperience with finance system D365Qualifications in Business or AdministrationExperience with using CRMsWhat ESA Offers: At ESA we want everyone to succeed, irrespective of their gender, ethnicity, sexuality, physical ability or age.
We welcome applications from Aboriginal and Torres Strait Islander peoples.
In addition to a competitive remuneration package, ESA offers lifestyle benefits and a culture that allows people and ideas to flourish.
Application Process: If you have customer service experience but don't feel that your skills match all that's required above, we would still love to hear from you.
Please send your resume and cover letter through.
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia?Do you have experience in a sales role?Do you have customer service experience?What's your expected annual base salary?How much notice are you required to give your current employer?How many years of people management experience do you have?At Education Services Australia, our staff work collaboratively to deliver education technology products and services that make a positive difference in the lives and learning of all young Australians.
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