Customer Service Representative

📍 Macquarie Park, Sydney | 🕒 Full-time and Fixed Term

Our contact centre is growing due to our contract with existing clients and Defence and we are looking for expressions of interest from superstars to join our team as Contact Centre/Customer Service Representatives who want to grow and be part of global organisation.

Provide front line client care via phone, email, web and mobile self-service portals for our FM clients in factories/airports/hospitals/mine sites and Defence. 

Reporting to the National Contact Centre Team Leader, the key aspect of these roles is providing outstanding front line client care via phone, email, web and mobile self-service portals.

These positions requires an outgoing, customer-oriented individual who is focused on building a trust relationship with clients and is willing to go the extra mile to achieve an exceptional outcome for the client.

• →Deliver high quality Contact Centre services for our clients and employees of ISS
• →Be the “First Point of Contact” for all building maintenance works and coordinate the delivery of Contractor and Supplier services
• →Develop and maintain strong working relationships with clients, contractors, tradesman and internal staff
• →Ensure all Service Calls are completed within contract KPI targets
• →Identify process improvement opportunities the positively impact our customers experience
• →Adhere to ISS Company Policies and Procedures

To thrive in this role, you’ll bring:

• Previous experience working in a Contact/Call Centre environment
• Ability to communicate clearly and professionally, both verbally and in writing
• Ability to manage multiple phone calls at once, while adhering to KPI’s and SLAs in a high call volume environment.
• Good knowledge of MS Office products (Excel, Word, PowerPoint) with advanced understanding of Microsoft Outlook
• Exceptional planning and organisational skills with ability to multi-task.
• Strong problem solving, decision making and analytical abilities
• Excellent Customer relationship skills and the ability to deal positively with difficult situations
• The ability work autonomously and as part of a high performing team
• Current National Police Check (issued within the last 12 months)
• You must be willing to undertake 2 weeks of training held at our Macquarie Park office with flexibility of hours range between 7am-6pm

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