Service Connect Advisor

RMIT University Vietnam; Melbourne; On-site; AUD 39,000 - 55,000; Full time

Job summary

RMIT University in Melbourne seeks a casual Service Connect Advisor to deliver frontline customer service for routine enquiries. You will resolve issues at first contact where possible, using established procedures and knowledge resources, across multiple contact channels.

The role requires a customer-centric mindset, clear communication, and the ability to escalate more complex issues to senior colleagues or resolver groups. Casual hours and variable start times apply.

Qualifications

• Demonstrated customer service experience in a contact centre or help desk.
• Strong customer-centric mindset with respectful, timely, helpful service.
• Ability to clarify needs, gather information and follow procedures.
• Ability to provide accurate information across channels (phone, web chat, email).
• Recognise when to escalate and refer to senior staff.
• Ability to report knowledge gaps and non-standard issues to supervisors.
• Capable of collaborating with colleagues to ensure consistent customer experience.
• Work with minimal supervision in a fast-paced environment.

Responsibilities

• Provide frontline customer service and support for routine enquiries.
• Aim to resolve enquiries at first contact using established procedures.
• Take ownership of customer enquiries and provide clear information.
• Escalate to senior team members or resolver groups when needed.

Skills

Customer service

Communication

Problem solving

Multichannel support

Team collaboration

Adaptability

Tools

ServiceNow

Workday

ADP Payroll

Ticketing tools

Job description

Overview

• Casual hours, Commencing January 2027
• Based at Melbourne CBD campus and the potential to work across other RMIT Campus as required.

Why join RMIT?

Our people are at the heart of everything we do. At RMIT, we value innovation, collaboration and impact. Our values are the heart (durrung) of who we are and what we stand for at RMIT. They guide what we do, how we make decisions, and how we treat each other.

About the role

The Service Connect Advisor will provide frontline customer service and support for routine enquiries within established procedures and knowledge resources.

The primary objective is to resolve enquiries at the first point of contact where possible, while providing a high level of customer service across all contact channels. The Advisor will take ownership of customer enquiries, provide clear and accurate information, and refer matters requiring further assistance to senior team members or the appropriate resolver group.

The role will involve fact-finding, completing standard service requests, recording accurate information and contributing to the resolution of more difficult enquiries under guidance. The Advisor will identify and report knowledge gaps, unclear procedures and difficult or non-standard issues to senior team members.

Please note: there may also be a requirement to work staggered start times depending on business requirements to cover the University core support hours.

Reporting Line

Service Connect Team Lead

Engagement Type

This role is engaged on a casual, as-required basis. There is no guarantee of ongoing or regular work. Hours will vary depending on operational requirements.

Key Selection Criteria

• 1. Demonstrated customer service experience delivering professional support services in a customer service, contact centre, help desk, administration or similar environment.
• 2. A strong customer-centric mindset and commitment to providing respectful, timely and helpful service.
• 3. Demonstrated ability to clarify customer needs, gather relevant information and follow established procedures to support appropriate outcomes.
• 4. Demonstrated ability to provide accurate and timely information through multiple customer contact channels.
• 5. Demonstrated ability to recognise matters requiring additional assistance and escalation them appropriately.
• 6. Demonstrated ability to report knowledge gaps, unclear procedures and difficult or non-standard issues to senior team members.
• 7. Demonstrated ability to work collaboratively with colleagues and stakeholders to support a consistent customer experience.
• 8. Demonstrated ability to work with minimal supervision in a fast-paced environment and prioritise multiple tasks within required timeframes.
• 9. Strong problem-solving, interpersonal and written and verbal communication skills across multiple mediums, including telephone, ticketing tools and web chat.
• 10. Demonstrated ability to use a range of computer applications and to quickly learn new technologies and systems.

Desirable

• 1. Experience in an IT service desk, contact centre, university or large, complex organisation.
• 2. Experience using ServiceNow, Workday, ADP Payroll or similar service management and enterprise systems.
• 3. Knowledge of IT service management principles and customer support processes.

Applications Close:
11 Nov 2026 11.59 pm

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

In line with RMIT University's commitment to a safe, respectful and inclusive environment, from 1 January 2026, the University will also consider gender-based violence (GBV) risk factors as part of our recruitment processes. All applicants will be required to complete a gender‑based violence declaration in accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence . Preferred candidates will also be required to undertake relevant pre‑employment background checks, including Working With Children Checks. Information provided will be treated confidentially and considered only for its relevance to the role and RMIT's safety obligations.

At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms).