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Key Tasks:

Perform all activities within team rostered schedule time

Answer all telephone queues in a timely manner appropriate for the service being requested and in accordance with set team KPI’s; ensuring an efficient, professional and friendly telephone services environment.

Participate in meetings to improve productivity, resolve customer service issues and manage workload of team

Correct logging of Service activities into system including the transcribing of OEM calls where required

Updating of service activities including but not limited to: technician notes and ordering correct parts where appropriate.

Perform closure of service activities by recording correct labour Hours, Travel and service details including the consumption of all parts usage and costing.

Updating of Agent charges into service calls via the mandatory Procure updating routines to correspond to agent invoicing.

Work with other CRG team members to ensure monitoring of customer service activities to achieve contracted SLA performance, prompt closure and the accurate invoicing of all service activities.

Job Purpose: To manage Customer Satisfaction, Customer Service Level Agreement’s (SLA's) and Technician/Agent workflow by the daily scheduling of services adhering to the Branch Call Coordinator specific procedure.

• High school diploma or equivalent (essential)
• Proficient in relevant computer applications (desirable)
• Required language proficiency (essential)
• Knowledge of call centre telephony and technology (desirable)
• Good data entry and typing skills (desirable)
• Knowledge of administration and clerical processes (desirable)

Experience and Attributes: 

Excellent communication skills, both verbal and written.

Be able to actively participate in team environment.

Good organisation skills with ability to manage own work routine.

Experience in Service Related Industry.

Good data entry/keyboard skills 

Excellent Time Management Skills and able to work under pressure

Computer skills including Excel, Word, Outlook - Desirable.

To apply please email your resume to Ian@works4you.com.au or for more information please call our office on 02 9635 0014.