Customer Service

Summary about this job

Detail information about job Customer Service. Terms and conditions vacancy

My client is a global company with its corporate headquarters in Melbourne, Australia that was established in 1974 to specialise in the development and supply of automotive software tailored to the needs of dealerships. Their leadership position within the automotive I.T. industry stems from vast industry experience, technological knowledge and years of continual product development. They are confident that our highly effective software solutions enable our customers to manage their dealerships more effectively, efficiently and profitably.

We are currently looking for an outstanding Customer Service/Help desk Operator to work for our client based in Mount Waverley.

This is a permanent opportunity to commence ASAP with a competitive salary on offer of $55K- $60K package depending on experience. This role is full time with flexibility required between Monday- Friday between 7am- 7pm and Saturday- Sunday 9am- 5pm (this will depend on business requirements)

To be considered for this role you MUST have previous Customer service experience as well as Car Dealership experience. Ideally you will also have elements of Accounting experience- an understanding of creditors, debtors, invoices and/or payroll etc

Job Summary - Under the direction of the Line Manager, responsible for support of IT Products & Services to their customers. Record all service calls. Troubleshoot and resolve incidents. Manage incident queue.

Customer service

• Provide professional, polite and timely service to all customers, internal and external

• Assist customer with a handle time appropriate to the issue

• Provide the customer with regular updates

• Consistently meet set Service Levels

• Serve as a liaison between business units and customers

• Ability to communicate effectively with all level of end users

Incident management

• Log all contacts (feedback, incidents, requests for service & request for information) received via telephone, email, internet and fax within our Incident Management System

• Manage own incident queue

• Provide diagnosis and resolution of incidents

• Update Incident Management System with comments, Internal and/or Customer as required

• Assign the incident to the appropriate assignment group

• Track the progress of the incident to ensure service is restored within the agreed targets

• Regularly update open incidents with appropriate comments to reflect actions and progress

• Escalate to Team Leader when a target is in danger of being breached

Self-Management

• Takes responsibility and follow through

• Punctual and reliable

• Ability to multi-task

• Flexible, and open to change

• Sound time management

• Displays a sense of urgency

• Manages leave appropriately, submits leave forms on time

Team Work

• Strong Interpersonal skills to ensure efficient and friendly support

• Provide on the job training to new team members and mentor new staff

• Contribute in Pilot Testing

• Onsite visit / Field services work as per the business requirement.

• Follow all Procedures (e.g. shift & phone rosters)

• Assign Not Ready & Activity codes during phone calls

• Participation in Weekend Support, Incident Nights & Incident Saturdays and Sundays, when/if required by the business

• Participation in Team Meetings

• Attend all scheduled Training to develop the skills required to perform in the role ( internal & external)

• Compose Knowledge Base documentation, based upon common issues escalated by 1st Level.

• Conduct training sessions w.

• Document resolutions onto Knowledge Base for future reference

• Other reasonable requests as determined by management

Qualifications

Essential

• VCE or equivalent

• IT Tertiary qualifications OR Automotive qualifications

• ITL foundation certificate

Desirable

• Automotive Experience

• Experience in a Help Desk Environment

• Dealership Exposure (Accounting / Payroll department preferred)

Essential Personal Qualities

• Strong verbal and written communication skills (English)

• Ability to work under pressure

• Attention to detail (thoroughness)

• Responsibility / Ownership

• An enthusiastic and positive attitude

• Demonstrated patience and tact

• Demonstrated assertiveness

Please apply online the ensure you do not miss out on this exciting opportunity!