Customer Service Advisor - Critical Incident Desk

City Facilities Management; Victoria; Hybrid; AUD 34,000 - 44,000; Part time

Benefits offered by this job

Free on-site parking

Learning and development program

Discounts Hub

Job summary

City FM Australia is seeking a customer-focused helpdesk professional to join a fast-paced team. The role covers an evening shift from 4.30pm to 9.30pm, four days on, four days off, with on-site support at our modern facility.

You will handle high-volume calls, log incidents, and ensure service levels are met while delivering exceptional customer service. Training is provided on-site, and the role supports career progression within a supportive team.

Qualifications

• Experience working on a helpdesk or call centre is preferred.
• Strong customer service orientation with attention to detail.
• Ability to multitask and stay calm under pressure.
• Excellent written and verbal communication skills.
• On-site training provided.

Responsibilities

• Handle a high volume of inbound and outbound calls.
• Log and manage incidents, resolving or escalating as needed.
• Report to managers on incidents and ensure processes are followed.
• Maintain service levels and KPI targets.
• Build rapport with customers and stakeholders to deliver excellent service.

Skills

Helpdesk experience

Customer service

Multitasking

Communication skills

Teamwork

Tools

CRM software

Ticketing system

Job description

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

The Opportunity:

Reporting to the Critical Incident Desk Supervisor, this Permanent Part time opportunity offers an enthusiastic, motivated and customer centric, individual an opportunity to join a fast paced, driven and diverse team. This will take your career to the next level.

This shift covers 4 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
• Supportive, fun and 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 escalte 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:

• E xperience 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 professional development 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