Evening Helpdesk & Incident Advisor (Remote 2 days/wk)

City Facilities Management Ltd.; 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

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.