Customer Service Advisor - Critical Incident Desk

City Facilities Management; Melbourne; Hybrid; AUD 39,000 - 47,000; Part time

Benefits offered by this job

On-site parking

Work from home 2 days a week

Discounts hub

Career development program

Job summary

City FM Australia is seeking a Customer Service Advisor to join the Critical Incident Desk on a permanent part-time basis. The role covers late afternoon to night shifts, with two days per week work-from-home options, in a modern building with secure parking.

You will manage high volumes of calls, log and resolve incidents, and collaborate with managers to ensure rapid resolutions and adherence to KPIs, while delivering exceptional service to clients.

Qualifications

• Experience in a helpdesk or call centre preferred.
• Ability to stay calm under pressure and multitask.
• Strong written and verbal communication.
• Attend 2 weeks on-site paid training.

Responsibilities

• Handle a high volume of inbound and outbound calls.
• Resolve, manage and escalate incidents logged by customers.
• Report to managers on incidents and ensure correct processes are followed.
• Ensure a swift and efficient service while meeting service levels and KPIs.
• Build relationships and rapport with customers.

Skills

Multitasking

Communication

Customer service

Job description

Customer Service Advisor - Critical Incident Desk

City FM Australia (City)provide world leading Facilities Management, Engineering and Energy solutions which ensure safe,successfuland sustainable outcomes, on time and on budgetfor our partners.

The Opportunity:

Reporting to the Critical Incident Desk Supervisor,thisPermanent Part timeopportunityoffers an enthusiastic, motivated and customer centric,individualanopportunity to join a fast paced,drivenand diverse team.This willtake your career to the nextlevel. Thisshiftcovers4 days on, 4 days off from 4.30pm to 9.30pm.

Why you want to work for our team:

• Working within a custom designed modern building with free on- site secure parking
• Work 2 days from home per week!
• Supportive,funand encouraging team earning above award wage
• Career progression making use of our extensive learning and development program.
• Discounts Hub with exclusive discounts across major Australian retailers

Your key responsibilities will include:

• Effectively manage a high volume of both inbound/outbound calls.
• Resolve, manage and elevate incidents logged by our customers.
• Reporting to all Managers as required on all incidents and ensuring the correct processes are followed.
• Ensure a swift and efficient service whilst adhering to agreed service levels and KPI's.
• Provide exceptional service at every opportunity by building relationships and rapport with your customer, both internal and external.

You will be required to have:

• Experience working on a helpdesk/call centre– Preferred.
• Ability to remain calm under pressure; whilst demonstrating diligence and ability to multitask.
• Exceptional customer service focus with a strong attention to detail
• Excellent communication skills, both written and verbal.
• Attend 2 weeks on site paid training

City is an Equal Opportunity Employer who supports and encourages the diverse needs of each individual Team Member. We provide a challenging and rewarding environment with ongoing professionaldevelopment for all our Team Members.

City does not accept any unsolicited resume referrals from Recruitment Agencies. City will not pay any placement fees relating to unsolicited resume referrals