Careers

Job Scope: The Customer Success Team Leader oversees the team of Customer Success coordinators, ensuring seamless customer onboarding timely equipment delivery, and successful installation of Vivreau dispenser systems.

Main Responsibilities

Setting Clear Objectives and Expectations:

• Defines clear goals and expectations for team members in collaboration with Customer Success Manager.
• Ensure that team members understand their roles and responsibilities.
• Sets SMART goals & objectives,

Workload Planning and Strategy:

• Utilize workload planning tools to support the team in ensuring all scheduled workloads are met.
• Identify gaps in reports and devise strategies to address them.
• Installation targets are driven, and the team’s contribution to sales growth is understood.

Efficient Operations and Accuracy:

• The team leader aligns operations, processes, accuracy, and efficiency.
• Review and update standard operating procedures.
• Accuracy and efficiency in customer onboarding and installation procedures are emphasized.

Team Development and Onboarding:

• The team leader evaluates and recommends applicants for available roles.
• They onboard new team members and provide training.
• Skill gaps are addressed through ongoing training and experience.

Flexible Scheduling:

• The team leader creates a schedule that supports customer requirements and company needs.

Health & Safety Responsibilities

All employees are responsible for Health and Safety as a standard part of their role and in accordance with local H&S legislation and local company Safety Policies. They must ensure that such legislation and policies are implemented in the workplace. It is their further responsibility to ensure that situations and hazards which fail to meet the spirit of these provisions are rectified or raised at the appropriate staff meeting for rectification without delay.

Training & Development

• Leadership Training: Courses on leadership principles, team dynamics, and effective management strategies.
• Customer Service Training: Enhance skills in active listening, empathy, and effective communication to improve customer interactions.
• Advanced Communication Skills: Training to enhance both verbal and written communication, crucial for leading a team and interacting with customers.
• Technical Training: Advanced understanding of water dispenser systems and installation processes to better assist customers and coordinate installations.
• Problem-Solving: Develop critical thinking and problem-solving skills to handle installation and order-related issues effectively.
• Time Management and Organizational Skills: Training to manage multiple tasks and deadlines efficiently.

Knowledge, Skills & Abilities

• Leadership: Ability to inspire and motivate the team to achieve goals and maintain high performance.
• Effective Communication: Clear and concise communication to ensure team members understand their tasks and responsibilities.
• Decision-Making: Strong decision-making skills to handle complex situations and make timely, effective choices.
• Emotional Intelligence: High level of emotional intelligence to manage team dynamics, resolve conflicts, and support team members.
• Delegation: Skill in delegating tasks appropriately to leverage team strengths and ensure efficient workflow.
• Problem-Solving: Advanced problem-solving abilities to address challenges and find effective solutions.
• Time Management: Excellent organizational skills to manage multiple projects and deadlines.
• Adaptability: Flexibility to adapt to changing circumstances and guide the team through transitions.
• Technical Knowledge: In-depth understanding of the technical aspects of water dispenser systems and installations.
• Team Building: Ability to foster a collaborative and supportive team environment.
• Performance Management: Skills in setting performance standards, providing feedback, and conducting evaluations.

Take Accountability: Takes responsibility for accomplishing individual and team goals.

Demonstrate Leadership: Works positively to help others succeed in the achievement of shared goals.

Think Challenging: Questions the current status constructively and contributes with innovative solutions and ideas.

Foster Collaboration: Builds and maintains relationships with colleagues to increase productivity and with customers to meet business goals and objectives.

Encourage Communication: Communicates clearly, considering needs of audience and analyses the impact to ensure their message has been received as intended.

Build Trust: Builds and maintains productive and respectful working relationships, even in difficult situations, showing others they care about what they say and how they feel.

Delivers Results: Uses time and resources efficiently and prioritizes tasks based on importance or when changes occur.

Apply Curiosity: Is inquisitive and questions in order to find practical solutions to resolve problems.

Show Resilience: Accepts constructive feedback and responds well to coaching to improve performance and takes responsibility for their own learning opportunities.

This job description is designed to give an overview of the requirements for this role. It is supplemented by notes from appraisals, other development meetings and individual objectives.

The person carrying out this role will at times be required to carry out additional tasks in support of the business. This may fall outside the general scope of their job description.

It is important that the incumbent has a full understanding of the company’s products and services.

Experience: Minimum 1 year in same or related role

Job Scope: Customer Success Planning Coordinator, you will be responsible for planning and scheduling all internal and external technicians to ensure timely and efficient completion of installations, maintenance, and repair visits. Your primary focus will be on optimizing technician efficiency and effectiveness while prioritizing customer success.

Main Responsibilities

Scheduling and Coordination:

• Plan and schedule all internal and external technicians for installations, maintenance, and repair visits, ensuring optimal use of resources.
• Monitor and analyze technician schedules to maximize efficiency and effectiveness, reducing downtime and travel time.

Optimized Route Planning:

• Develop and implement efficient route plans for technicians to minimize travel time and maximize productivity.

Customer Communication:

• Maintain clear and proactive communication with customers to confirm appointments, provide updates, and address any scheduling concerns.

Resource Management:

• Ensure that all necessary tools, parts, and equipment are available for technicians to complete their tasks efficiently.

Data Management:

• Keep accurate records of all scheduled visits, completed tasks, and customer interactions to support reporting and continuous improvement.

Problem Resolution:

• Address and resolve any scheduling conflicts or issues that arise, ensuring minimal disruption to customer service.

Performance Monitoring:

• Track and report on key performance indicators (KPIs) related to technician productivity and customer satisfaction.

Invoice Validation:

• Review and validate invoices for work completed by external technicians to ensure accuracy and compliance with contractual terms.

Collaboration:

• Work closely with other departments, such as customer service and technical support, to ensure seamless service experience for customers.

Health & Safety Responsibilities

All employees are responsible for Health and Safety as a standard part of their role and in accordance with local H&S legislation and local company Safety Policies. They must ensure that such legislation and policies are implemented in the workplace. It is their further responsibility to ensure that situations and hazards which fail to meet the spirit of these provisions are rectified or raised at the appropriate staff meeting for rectification without delay.

Training & Development

Customer Service Training: Enhance skills in active listening, empathy, and effective communication to improve customer interactions.

Scheduling and Resource Management: Efficient scheduling, route planning, and resource allocation to optimize technician productivity and minimize downtime.

Order Processing Systems: Training on specific software or systems used for order management to ensure accuracy and efficiency.

Technical Training: Basic understanding of water dispenser systems and installation processes to better assist customers and coordinate installations.

Problem-Solving: Develop critical thinking and problem-solving skills to handle all scenarios relating to water dispenser installation, maintenance & repair effectively.

Time Management and Organizational Skills: Training to manage multiple tasks and deadlines efficiently.

Knowledge, Skills & Abilities

Communication Skills: Excellent verbal and written communication skills to interact with customers and internal teams.

Problem-Solving: Ability to troubleshoot and resolve customer complaints and product failure issues.

Attention to Detail: High level of accuracy in processing orders and managing daily work schedule.

Team Collaboration: Ability to work collaboratively with sales, and customer success teams.

Adaptability: Flexibility to adapt to changing customer needs and maintenance/repair schedules.

Time Management: Efficiently organizing and allocating time to prioritize and schedule tasks, appointments, and events to ensure smooth operations and optimal productivity.

Multitasking: Handling multiple tasks simultaneously, such as coordinating appointments, adjusting schedules, and communicating with clients or team members.

Take Accountability: Takes responsibility for accomplishing individual and team goals.

Demonstrate Leadership: Is self-motivated, focussed on priorities and keeps moving toward objectives.

Think Challenging: Is bold and can take on challenges and make decisions with courage and commitment, despite the risks.

Foster Collaboration: Works effectively with people whose background, culture, language or work style differs from one’s own.

Encourage Communication: Recognises different communication styles and adapts their communication accordingly.

Build Trust: Builds and maintains productive and respectful working relationships, even in difficult situations, showing others they care about what they say and how they feel.

Delivers Results: Understands and establishes own targets and priorities and has ability and agility to work towards them.

Apply Curiosity: Learns from successes and mistakes to solve problems better.

Show Resilience: Accepts constructive feedback and responds well to coaching to improve performance and takes responsibility for their own learning opportunities.

This job description is designed to give an overview of the requirements for this role. It is supplemented by notes from appraisals, other development meetings and individual objectives.

The person carrying out this role will at times be required to carry out additional tasks in support of the business. This may fall outside the general scope of their job description.

It is important that the incumbent has a full understanding of the company’s products and services.

Experience: Minimum 1 year in a similar role