Call Service Manager

1 week ago

Sydney, New South Wales, Australia beBeeCustomer Full time $57,680 - $59,840

Job Overview:

We are seeking a highly skilled professional to fill the role of Call Coordinator. As a key member of our team, you will be responsible for managing customer satisfaction, service level agreements and technician/agent workflow by scheduling services daily, adhering to call management procedures.

Key Responsibilities:

  • Maintain high customer service standards by proactively managing calls nationally, ensuring prompt follow-up on parts ordering, liaison with logistics, customer contact and updating to identify necessary procedural changes relating to call handling.
  • Perform duties within your rostered schedule time.
  • Answer telephone queues in a timely manner appropriate for the service being requested and in accordance with set team KPIs.
  • Ensure an efficient, professional and friendly telephone manner is used at all times.
  • Participate in team meetings to improve productivity, resolve customer service issues and manage workloads.
  • Develop constructive and cooperative working relationships with your team and cross-functionally.
  • Correctly log service activities into the system, including transcribing OEM calls where required.
  • Update service activities, including technician notes and ordering correct parts where appropriate.
  • Perform closure of service activities by recording correct labour hours, travel and service details, including consumption of all parts usage and costing.
  • Update agent charges into service calls via mandatory procurement routines to correspond to agent invoicing.
  • Work with other team members to ensure monitoring of customer service activities to achieve contracted SLA performance, prompt closure and accurate invoicing of all service activities.
  • Maintain an overview of the service call from end to end and ensure escalations occur to maintain optimal service levels.

Requirements:

  • Intermediate Ms Office Skills (esp. Ms Excel)
  • Excellent time management skills and experience
  • Possess a minimum of two years' experience in the customer services industry;
  • Possess good customer service and telephone communication skills;

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