Customer Service & Helpdesk Coordinator

Coreserve Australia Pty Ltd; Greater Dandenong; In loco; AUD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Coreserve Australia Pty Ltd is seeking a Customer Service & Helpdesk Coordinator to join our team in a busy, fast-paced environment. You will manage customer enquiries, coordinate service requests and support our field service operations.

You will be a key point of contact for customers, ensuring timely responses, accurate records, and smooth job allocation. Experience with simPRO and a technical services background are highly regarded.

Competenze

• Proven experience in customer service, helpdesk or service coordination.
• Strong telephone manner and written and verbal communication.
• Ability to manage multiple enquiries in a busy environment.
• Detail-oriented with solid administrative skills.

Mansioni

• Manage incoming calls, emails, customer enquiries and service requests.
• Create and maintain accurate work orders and service records.
• Gather customer, equipment and fault details to support effective job allocation.
• Assess request urgency and coordinate priorities with the service team.
• Liaise with technicians, customers and internal departments to coordinate service delivery.
• Monitor outstanding jobs, follow up actions and keep customers informed.
• Resolve customer queries and escalate complex issues when required.
• Support scheduling, accounts, sales and general office administration.
• Identify opportunities to improve customer service and administrative processes.

Conoscenze

Customer service

Communication

Multitasking

Teamwork

Strumenti

simPRO

Descrizione del lavoro

Take ownership. Deliver great service. Make an impact.

Coreserve Australia provides commercial kitchen equipment servicing, refrigeration, cleaning and equipment solutions to clients across Australia.

We are seeking an experienced, customer-focused Customer Service & Helpdesk Coordinator to join our team. This is an opportunity for someone who can confidently manage customer enquiries, coordinate service requests and support our field service operations in a busy, fast-paced environment.

You will be a key point of contact for our customers, ensuring enquiries are handled professionally, service requests are accurately recorded, and jobs are coordinated efficiently. We are looking for someone who takes ownership, anticipates issues and can work independently while supporting the wider team.

The Role

Your responsibilities will include:

• Managing incoming calls, emails, customer enquiries and service requests.

• Creating and maintaining accurate work orders and service records in simPRO.

• Gathering customer, equipment and fault details to support effective job allocation.

• Assessing request urgency and coordinating priorities with the service team.

• Liaising with technicians, customers and internal departments to coordinate service delivery.

• Monitoring outstanding jobs, following up actions and keeping customers informed.

• Resolving customer queries and escalating complex issues when required.

• Supporting scheduling, accounts, sales and general office administration.

• Identifying opportunities to improve customer service and administrative processes.

About You

You are an organised and proactive professional who enjoys working with customers, solving problems and keeping operations running smoothly.

Ideally, you will have:

• Previous experience in customer service, helpdesk, service coordination or a similar role.

• Strong telephone manner and excellent written and verbal communication skills.

• Experience managing multiple enquiries and priorities in a busy environment.

• Confidence taking ownership of issues and following them through to resolution.

• Strong administrative skills and attention to detail.

• Good computer skills and experience using business management systems.

• The ability to remain calm, professional and solutions-focused under pressure.

• A reliable, accountable and team-oriented approach.

Experience with simPRO and coordinating technicians or field service teams will be highly regarded. Experience in refrigeration, commercial catering equipment, facilities management or a technical service environment will be an advantage.

What We Offer

• A varied and hands-on role within an established, growing Australian business.

• The opportunity to use your existing experience and make a meaningful contribution.

• Supportive colleagues and a collaborative working environment.

• Opportunities to develop your technical service coordination and operational skills.

• Potential for career progression as the business grows.