Team Lead Customer Support A&NZ

Sound made by Sennheiser – For more than 75 years, we are among the world’s leading manufacturers of audio products, building the future of audio. We are proud of our finely engineered microphones and audio solutions that connect people and create remarkable sound experiences – whether in the studio, conference room, or on stage.

For us, the audio industry is one of the most exciting to work in. In our global family business, you can expect not only a unique team where we trust, value and support each other, but also the opportunity to make your own significant contribution to our collective progress.

Sounds good? Join us as:

Team Lead Customer Support ANZ

Your tasks

• Lead and coordinate the ANZ Customer Support Team, ensuring workloads are effectively managed.
• Monitor current processes, recommend enhancements, and implement improvements to optimise efficiency.
• Prepare and present performance reports for the ANZ Customer Service team.
• Oversee and manage the performance process for the team, providing valuable input to support the Regional Customer Support Manager.
• Mentor, train, and support team members, fostering a collaborative and skilled Customer Support team.
• Ensure new team members receive a thorough induction and training to meet established standards.
• Handle Level 1 & 2 customer complaints, escalating complex issues to the Management Team as needed.
• Collaborate closely with local Sales Teams and internal Support Functions to align customer service efforts with business goals.
• Manage workload coverage during team absences, ensuring seamless operations.
• Monitor and ensure the team consistently meets all customer service KPIs.
• Strive to deliver an exceptional customer experience

Your profile

• Proven people supervision or management and leadership skills with the ability to train and mentor a small team.
• Strong proficiency in MS Office and ERP systems, preferably JD Edwards, CRM, ECM, and BI.
• Exceptional customer service skills with the ability to handle challenging situations diplomatically.
• Excellent communication skills in both written and spoken English; additional language skills are a plus.
• Strong organizational, problem-solving, and project management skills with attention to detail and follow-through.
• Experience with export documentation, order management for projects, and installations.
• Knowledge of product ranges and accessories, with the ability to upsell or suggest substitutions.
• Familiarity with customer-specific portals for order processing, logistics, and delivery scheduling.
• Flexible, adaptable, and supportive of organizational changes.
• A proactive learner who seeks opportunities to expand skills and expertise.
• A university degree is preferred or equivalent education and experience.
• 5+ years of customer service experience, with prior team leadership experience desirable.

Your benefits

• Environment: Join our international family business where you’ll experience a modern, exciting work environment, and a culture where we value people and attitude as our most important assets”.
• Work-life balance: Sennheiser offers flexible working arrangements to allow you balance between work and home life.
• Tasks: International team collaboration and interesting projects that define the future of audio.
• Remuneration: An attractive remuneration package to reflect the value we place in your expertise
• Learning: Continuous learning opportunities throughout your career with Sennheiser
• Discounts: Staff discounts on Sennheiser products
• Mind and Body: Access to a 24/7 EAP and Wellbeing program
• Feedback: A workplace where your insights are valued and you are encouraged to speak up. Tell us what we are doing well and what we can improve

Concert, lecture, music streaming, film, meeting, sound recording in the studio – the audio world is colorful and diverse. And so are we at Sennheiser! We therefore welcome all applications – regardless of gender, nationality, orientation, ethnic and social origin, religion, disability and age.

Do you want to join the team? Apply Now.

Please only use our online application form for applications.

In case of any questions please contact us at [email protected]