Customer Care Team Leader (Medical Devices)

Location: Old Toongabbie, New South Wales, Australia

Company

hirify.global is a healthcare company focused on developing solutions that help save and sustain lives.

What you will do

• Manage daily customer service operations across the ANZ region and lead customer service representatives toward service quality and customer satisfaction goals.
• Conduct performance reviews, provide mentoring and feedback, and promote accountability and continuous improvement.
• Resolve complex customer complaints and adjust workload priorities to meet service-level targets.
• Monitor key performance indicators, including schedule adherence and service levels, and report insights to management.
• Implement initiatives to improve operational efficiency, service quality, and customer experience.
• Support departmental budget development and expense tracking while collaborating with cross-functional teams.

Requirements

• Relevant tertiary qualification or equivalent proven experience.
• 3–5 years of customer service experience, preferably in healthcare, pharmaceuticals, or medical devices.
• Proven leadership and team management experience with strong relationship-building skills.
• Proficiency with CRM and ERP systems such as JDE or SAP.
• Experience with service center platforms and metrics, such as Genesys, Five9, RingCentral, or Avaya.
• Experience in project management and Lean processing methodology, with advanced Microsoft Office skills and the ability to work flexible schedules, including evenings and weekends as needed.

Nice to have

• Prior working knowledge of pharmaceuticals or medical devices.

Culture & Benefits

• Full-time position supporting a dynamic regional operation.
• Culture centered on courage, trust, collaboration, ownership, and accountability.
• Reasonable accommodations are available for applicants with disabilities during the application and interview process.
• Equal employment opportunity is provided regardless of legally protected characteristics.