Service Delivery Coordinator - Adelaide

Summary about this job

Detail information about job Service Delivery Coordinator - Adelaide. Terms and conditions vacancy

• Fast-growing, ASX-listed Telco
• Awesome employee benefits and a dynamic team environment
• Great career opportunity

As the fourth largest Telco in Australia, Vocus Group continues to grow and we are looking for a Service Delivery Coordinator with excellent customer service skills.

You will be responsible for providing superior customer service and unrivalled assistance of provisioning related enquiries to Partners through the management of inbound call queues and various ticketing systems.

The day to day

• Take ownership of customer's problems and ensure a resolution is reached
• Receiving calls, provide first-line Customer liaison
• Prepare, submit and manage “Adds, Moves and Change” orders for voice and data services
• Recording and tracking Incidents, Service Requests and complaints
• Making initial assessment of tickets, attempting to resolve them or refer them to other Resolver Groups based on agreed Service Levels
• Follow monitoring and escalation procedures relative to the appropriate SLA
• Managing the Incident life-cycle, including closure and verification of tickets
• Communicating planned and short-term changes of Service Levels to Customers
• Providing management information and recommendations for service improvement
• Identifying Problems for Data, Voice, Mobile and Internal IT Systems
• Highlighting Customer training and education needs
• Participating in ongoing team training
• Document standard operating procedures for internal and external customers
• Provide report analysis on request

What you need to bring to the table

Technical:

• Telecommunications background is required
• Knowledge of ITIL principles and processes desirable
• Experience in supporting Voice Communication networks
• Strong understanding of Data Networks, Protocols and Equipment
• Experience in supporting Microsoft services, applications and networking
• Good Microsoft Excel skills
• Some experience with Supplier Management
• High-level competence and knowledge of Internet Technologies and Voice Communication technologies

Non-technical:

• Strong problem analysis and resolution skills
• Strong customer service focus
• Experience in performing a customer support role
• Excellent communication, interpersonal and documentation skills
• Excellent time management and multi-skills
• Commitment to following a structured and disciplined work flow practice
• Commitment to continuous improvement
• Ability to work both autonomously and within a group
• A proactive, flexible and positive attitude
• High attention to detail, with motivation and focus
• Ability to work with tight deadlines
• Ability to work with competing and changing priorities
• Good understanding of the business information needs of the organisation
• Effective trouble-shooter
• Strong resilience in dealing with competing needs and deadlines

Before you go...........let me tell you a bit about us. We are about market domination and having fun on the way there. We know how to celebrate when we smash it and we know not to sweat the small stuff. We are all about flexible working and, hand-on-heart, practice work life balance. We let you buy more leave and hand it out if you hang around for five years. We have no dress code and we give you a day off on your anniversary. There is sooooo much more, so jump on our careers site or LinkedIn and have a read about us........promise, it will make you smile!