Customer Experience & CRM Coordinator

UGL Limited; Orange City Council; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

UGL Transport is seeking a Customer Service Administrator in NSW to manage incoming calls and emails, lodge communications in CRM, and triage requests to the appropriate unit. You will act as liaison with residents, local businesses, councils and community groups, handling complaints and inquiries.

Experience in a call centre or enquiries handling, strong communication, and basic data analysis with Excel or Power BI will be highly regarded.

Qualifications

• Experience in a call centre or enquiries and complaints handling environment.
• Experience in customer service and effective written and verbal communication.
• Experience or training with data analysis tools like Excel or Power BI is advantageous.
• Ability to manage multiple tasks and work to deadlines in a fast-paced setting.

Responsibilities

• Act as main liaison for external stakeholders including residents, businesses, councils and groups.
• Manage the enquiry phone line and email within required timeframes and route to correct unit.
• Process complaints and inquiries from public, media, or government bodies and provide information to the Lead.
• Maintain CRM records, manage caseload and escalate issues as needed.
• Support stakeholder engagement activities and provide content guidance for external channels.

Skills

Communication

Customer service

Call centre

Self-motivation

Deadline management

Stakeholder engagement

Tools

Excel

Power BI

Job description

UGL Transport is seeking a Customer Service Administrator in NSW to manage incoming calls and emails, lodge communications in CRM, and triage requests to the appropriate unit. You will act as liaison with residents, local businesses, councils and community groups, handling complaints and inquiries.

Experience in a call centre or enquiries handling, strong communication, and basic data analysis with Excel or Power BI will be highly regarded.