Helpdesk Support Officer

1 week ago


Rhodes, New South Wales, Australia IRI Worldwide (Australia) Full time

So, why Circana?
We're progressive, inclusive and people focused.

We seek to create a down to earth culture which balances work and home life and enables our team to be the best that it can be.

Our people are important to us and we offer a number of fantastic benefits including;

  • Flexibility with the hours you work, and where you work them
  • Employee training and continuous development programs
  • Up to 5 weeks annual leave and holiday buy back scheme
  • 16 weeks paid parental leave
  • Birthday leave
  • Summer half days
- "Me" Days

  • Free onsite gym and swimming pool

Key responsibilities:

  • First point of contact for client queries
  • Troubleshoot and triage
  • Process service requests as they arrive and escalate
  • Identify and assess client needs to achieve satisfaction and provide consistent high levels of customer service
  • Build sustainable relationships and trust with clients through open and interactive communication
  • Escalate complaints, provide appropriate communication and alternatives within the time limits, following up to ensure resolution
  • Follow communication procedures, guidelines, and policies
  • Liaise with internal departments when required
  • Have a professional understanding of the importance of representing IRI to our clients in a positive way
  • Continual improvement of process and client satisfaction
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

We're looking for:

  • Experience working in a help desk environment
  • Microsoft Office Excel, Outlook, Explorer
  • Excellent interpersonal skills: such as telephony skills, communication skills, active listening, and client care
  • Ability to multitask, adapt to changes quickly and work under pressure
  • Passion about delivering exceptional outcomes for our clients
  • Excellent verbal communication skills and an enthusiastic, confident nature
  • Strong written and communication skills
  • Handson approach, ability to prioritise your day in a fastpaced environment
  • Proactive in contributing new ideas
  • Keen eye for detail with a cando attitude
  • Sound time management and organization skills
  • Ability to work on competing priorities

Interested?
Please note, we can only consider Australian/NZ citizens or permanent residents.

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