Scania Assistance Service Coordinator

Scania Nederland B.V.; Melbourne; Hybrid; AUD 60,000 - 75,000; Full time

Job summary

A leading transport solution provider in Melbourne is seeking an experienced Service Coordinator. In this role, you will manage customer calls related to breakdowns, ensuring technical challenges are handled with precision. The ideal candidate will have a technical mindset, excellent communication skills, and a commitment to quality service. This is a great opportunity to join a dynamic company with strong values.

Qualifications

• Previous experience in a technical role from the automotive industry (preferred).
• Previous call centre experience (desirable).
• Commitment to the highest quality of work.

Responsibilities

• Receive customer calls relating to breakdown and recovery of Scania vehicles.
• Support the customer through the process to a successful conclusion.
• Administrate Scania Assistance cases from the customers’ first call to closing the case.

Skills

Technical mindset

Excellent communication skills

Geographical knowledge

Job description

Exciting opportunity to be part of the Scania Assistance Call Centre Team, based in Campbellfield. Part of the Global Scania Assistance team.

Job Responsibilities

Life at Scania: Our purpose is to drive the shift towards a sustainable transport system. At Scania, our people are our most valuable strength. Being part of the Scania family offers employees an exciting future in an environment steered by our core values; Customer First, Respect, Team Spirit, Responsibility & Elimination of Waste. You know us as a world-leading provider of transport solutions and leading innovation towards a sustainable global transport system.

The Role
Scania Assistance provides 24/7 breakdown assistance and complete peace of mind. Due to the success of Scania Assistance overseas, we have established a Scania Assistance Centre in Campbellfield. Due to growth, we have new opportunities for experienced Service Coordinators who take pride in delivering excellent customer service and have a passion for working with the best. Ensuring our customers receive the highest possible care and assistance if they are having issues whilst on the road.

What you will do

• Receive customer calls relating to breakdown and recovery of Scania vehicles
• Support the customer through the process to a successful conclusion
• Administrate Scania Assistance cases from the customers’ first call to closing the case
• Follow procedures and guidelines to reach a positive and acceptable solution for the customer
• Communicate with repair workshops and all parties involved to ensure the customer is mobile within reasonable timescales
• Continuously inform and keep all parties updated on the progress of each case

Roster

The role works on a 4 week rotating roster, shifts are as follows:

• Week 1: Monday off; Tuesday to Friday 10am–7pm; Sat 8am–5pm; Sunday off
• Week 2: Monday to Friday 6am–3pm; Sat/Sun off
• Week 3: Monday to Friday 10am–7pm; Saturday off
• Week 4: Sunday to Thursday 6am–3pm; Friday/Saturday/Sunday off

Who you are

To be successful in this role, you will require the following:

• Technical mindset, solution focussed
• Previous experience in a technical role from the automotive industry (preferred)
• Previous call centre experience (desirable)
• Quality oriented; showing responsibility and perseverance at work
• Commitment to the highest quality of work
• Excellent communication skills, verbal and written
• High levels of accuracy and attention to detail
• Geographical knowledge throughout Australia, New Zealand and United Kingdom (preferred)

To apply
If you want to join a dynamic company with strong values, join us and start an exciting career in an international company. Apply now and submit your CV.

You need to have full Australian working rights to apply for this role.

Formal offer of employment is subject to standard pre-employment checks including medical and other background checks.

As an equal opportunity employer, supporting workplace diversity, we encourage applications from people of all backgrounds, genders and cultural backgrounds.