Customer Service Representative

Privacy Copyright Disclaimer Iss Terms; Sydney; Hybrid; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Onsite parking

Flexible work arrangement

Paid training

Job summary

ISS is seeking enthusiastic Contact Centre/Customer Service Representatives in Sydney for weekend shifts (Saturday and Sunday 3:00pm–11:15pm) with remote work option, plus mandatory 5 days of paid in-office training at Macquarie Park. You will handle calls, emails, and portal inquiries, delivering exceptional client care under KPI targets.

Reporting to the National Contact Centre Team Leader, the role requires an outgoing, customer‑focused individual who can build trust with clients and work

Qualifications

• Experience in a contact/call centre environment.
• Clear and professional written and verbal communication.
• Ability to manage high call volumes and meet KPIs/SLAs.
• MS Office proficiency, especially Outlook.
• Current National Police Check issued within the last 12 months.

Responsibilities

• Deliver high quality contact centre services for clients and employees.
• Be the first point of contact for building maintenance and coordinate contractor services.
• Develop and maintain strong relationships with clients, contractors, tradespeople and internal staff.
• Ensure all service calls are completed within contract KPI targets.
• Identify opportunities to improve processes affecting customer experience.
• Adhere to ISS policies and procedures.

Skills

Customer service orientation

Communication skills

Multitasking under KPI/SLAs

Team collaboration

Problem solving

Tools

MS Office (Outlook)

Job description

Macquarie Park, Sydney | Full-time and Fixed Term

Be part of something bigger. Be part of ISS.

Our contact centre is growing due to our contract with existing clients and Defence and we are looking for expressions of interest from superstars to join our team as Contact Centre/Customer Service Representatives who want to grow and be part of global organisation.

We have a current vacancy for the below shift time:

Saturday and Sunday 3:00pm - 11:15pm, working remotely.

For this role you will be required to attend 5 days in office for paid training prior to the commencement of the weekend shifts.

Reporting to the National Contact Centre Team Leader, the key aspect of these roles is providing outstanding front line client care via phone, email, web and mobile self-service portals.

These positions requires an outgoing, customer-oriented individual who is focused on building a trust relationship with clients and is willing to go the extra mile to achieve an exceptional outcome for the client.

What You’ll Do

• Deliver high quality Contact Centre services for our clients and employees of ISS
• Be the “First Point of Contact” for all building maintenance works and coordinate the delivery of Contractor and Supplier services
• Develop and maintain strong working relationships with clients, contractors, tradesman and internal staff
• Ensure all Service Calls are completed within contract KPI targets
• Identify process improvement opportunities the positively impact our customers experience
• Adhere to ISS Company Policies and Procedures

What We’re Looking For

To thrive in this role, you’ll bring:

• Previous experience working in a Contact/Call Centre environment
• Ability to communicate clearly and professionally, both verbally and in writing
• Ability to manage multiple phone calls at once, while adhering to KPI’s and SLAs in a high call volume environment.
• Good knowledge of MS Office products (Excel, Word, PowerPoint) with advanced understanding of Microsoft Outlook
• Exceptional planning and organisational skills with ability to multi-task.
• Strong problem solving, decision making and analytical abilities
• Excellent Customer relationship skills and the ability to deal positively with difficult situations
• The ability work autonomously and as part of a high performing team
• Current National Police Check (issued within the last 12 months)
• You must be willing to undertake 2 weeks of training held at our Macquarie Park office with flexibility of hours range between 7am-6pm

Why Join Us?

• Impact: Play a key role in shaping the future of a major client contract
• Growth: Access to professional development and career advancement opportunities
• Compensation: Competitive salary and comprehensive benefits package
• Culture: Be part of a forward-thinking, inclusive, and collaborative team
• Flexibility: Onsite parking at Macquarie Park and Flexible Work Arrangement for some roles

Our Commitment:

ISS fosters a culture of inclusion and diversity, welcoming applications from Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, individuals from diverse cultural backgrounds, and LGBTIQA+ communities. We are committed to fair pay and a safe working environment.

Learn more about ISS in Australia and New Zealand on our website.

Please note: No agency applications are accepted