Customer Service Coordinator

Customer Service Coordinator Location: Rydalmere

Full Time - Temp To Perm

Rate: $33.85 p/h + Super

Monday to Friday

About the role

We are seeking an experienced Customer Service Coordinator to join our dynamic team Rydalmere. As a Service Coordinator, you will play a crucial role in providing frontline customer support, service call scheduling, service call management within customer service levels across our support regions.

This role is face paced needing to have a capability to manage multiple activities concurrently. It is paramount to ensuring minimal downtime of customer IT desktop, network and printer equipment.

What you'll be doing

• Accurately manage logged service requests in our call logging system providing clear and concise service actions and updates;
• Scheduling/rostering technicians to attend customer’s site in line with scheduled date/time or contracted service levels for repairs
• Real time monitoring of technicians to ensure correct tracking of allocated service calls throughout the day
• Answer all telephone calls in a timely manner to ensure compliance with customer outcomes and set team KPI's;
• Action of customer communication received via e-mail and teams in a timely manner
• Maintain currency of information recorded for open service calls by updating technician notes;
• Ordering of parts where required for service requests or project service requests;
• Maintaining an overview of the service call from end to end and ensuring escalations occur in order to maintain optimal service levels.
• Communication with customers and other branch members in a professional, courteous and friendly manner;
• Participate in a rotating shift roster between 7:00am and 6:00pm Minimum of 2 years’ experience in a Service Coordination role
• Strong troubleshooting skills, ability to quickly identify and resolve Customer end-user issues
• Excellent customer service and communication skills (verbal and written) (Min 2 Years Experience)
• Practice active listening skills to better engage with customers
• Experience with service scheduling systems (Intermediate Ms Excel)
• Well-developed time management skills;
• The ability to work proactively and to effectively communicate and interact as part of a specialized team;
• Experience working in the Information Technology service sector would be an advantage

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