Customer Service Officer

4 months ago

Southport, Australia BGIS Full time

**The Role**

Using a flexible and adaptable approach, the responsibilities of the **Customer Service Officer **include the following:
**Responsibilities**:

- Answer incoming calls from clients.
- Answer inquiries.
- Lodging work requests using the nominated CMMS.
- Handle complaints.
- Ensure that work costs are completed within the approved cost limits.
- Answer client calls within 10 seconds.
- Interpret and action the request within 3 minutes.
- Action and manage client requests for the resolution of property concerns, the rectification of building faults and assisting with inquiries.
- Develop an awareness and understanding of contract requirements, locations, specific information and be up-to-date on any changes.
- Ensure the accurate update of a log of issues, solutions and customer information.
- Provide prompt, accurate and timely customer reporting on service levels, KPI’s, overdue work orders onsite and rectification.
- Liaise with service providers and Facilities Managers to clarify technical issues about the diagnosis of faults and the responsibility for their rectification. Data entry and maintenance of customer/potential customer databases.

**Skills/Experience**
- Strong demonstrated experience working in a Customer Service Centre environment.
- Demonstrated understanding of customer service principles.
- Demonstrated experience working with internal and external stakeholders at varying levels of an organisation.
- Strong demonstrated professional telephone manner - listening, questioning, empathy, clear client outcome, and professionalism.
- Demonstrated attention for detail and grammar.
- Proficient in relevant computer software Word, Excel, Outlook (or related program) and Internet access.
- Good keyboard skills, speed, and accuracy.
- Able to respond quickly to change and adopt a flexible/ innovative approach to problems and opportunities.
- High School Certificate or equivalent.
- Previous experience in a customer service centre.
- Certificate IV in Customer Service.
- Proven experience in despatching work in Facility Management or Trade.

**Why Join Us / Benefits**:

- Opportunity to work in a dynamic and supportive team environment.
- Competitive salary and comprehensive benefits package.
- Professional development and growth opportunities.
- Work-life balance with flexible working hours.
- Employee Recognition Program
- Excellent Company Benefits
- Paid Parental and Volunteer Leave
- Donation Matching and much more
- Collaborative work environment: Join a supportive team that values innovation, collaboration, and continuous improvement.

**BGIS **has over 8500+ employees globally, we are a leader in the provision of facility management, project delivery, energy and sustainability, asset management, workplace advisory, real estate, and technical services. We are focused on delivering innovative service solutions for our clients.

Our organisation manages more than 30,000 facilities, including corporate offices, universities, schools, hospitals and stadiums, and we are regarded as a world leader in the management of data centres and other critical environments. Our clients come from a diverse range of sectors, such as Defence, Healthcare, Government, Higher Education and Utilities.

BGIS, we value diversity and are committed to creating an inclusive and safe work environment for all employees, we have passion for sustainability and drive for innovation.

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