Delivering Exceptional Client Experience

7 days ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $65,000 - $70,000

Job Title: Customer Service and Reporting Officer

About Us:

Serco is a leading facilities management service provider in the market, offering asset management, maintenance, cleaning, and waste management services to government and commercial clients across Australia. We are committed to delivering exceptional services to our clients and pride ourselves on dedication to excellence and compliance.

Your role as Customer Service and Reporting Officer will be critical in maintaining our high standards by serving as the link between our organization and the Department of Education and Training (DET).

You will manage the dedicated DET Help Desk, handle aspects of compliance reporting and communication, and ensure seamless interaction with DET.

Key Responsibilities:

  • Managing the Dedicated Help Desk: Serving as the primary point of contact for all communication and compliance reporting between Serco and DET, including handling Emergency Clean Requests (ECRs), managing formal rectifications, monitoring and tracking abatements, overseeing Cleaning Service Plans (CSPs) compliance management, and efficiently managing DET Portals.
  • DET Monthly Report Preparation: Compiling and preparing detailed monthly reports for the Department of Education and Training (DET), providing valuable insights and data.
  • Maintaining CSMs KPI Trackers: Managing and tracking Key Performance Indicators (KPIs) related to customer service and compliance, ensuring that targets are consistently met or exceeded.

Requirements:

  • Equivalent experience 3+ years
  • Proficient in Microsoft Suite
  • Ability to multitask
  • Attention to detail
  • Excellent Communication and Customer Relationship Building Skills

What We Offer:

  • Competitive salary
  • Comprehensive training and ongoing professional development
  • A supportive and collaborative work environment
  • Opportunities for career advancement
  • Health and wellness benefits

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