Customer Service Representative

6 days ago

Canberra, ACT, Australia Atlam Group Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Atlam Group. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • First Contact Resolution: Strive to resolve customer issues on the first contact, ensuring a high level of satisfaction and efficiency.
  • Technical Support: Respond to and resolve customer requests related to software, hardware, and network operations difficulties, providing fast, efficient, and friendly customer service.
  • Documentation: Accurately document calls and incidents, maintaining data accuracy in our contact management system.
  • Time Management: Manage time and workload to meet predetermined service levels, ensuring timely resolution of customer issues.
  • Incident Management: Assign incidents and requests to the correct support group, acting as a single point of contact on incidents and problems logged.
  • Diagnostics: Perform appropriate diagnostics to initiate problem management workflow processes.
  • Client Communication: Provide clients with a reference number for their incident/request, ensuring clear communication and transparency.
  • Media Literacy: Understand various media sources that interface with the Service Desk, supporting multiple clients through customer service professionalism and insight.
  • Multi-Skilling: Develop multi-skilled as workload changes occur within the Service Desk, adapting to new challenges and responsibilities.
Requirements
  • Excellent Communication Skills: Possess excellent verbal and written communication skills, with the ability to communicate complex technical information to non-technical clients.
  • Technical Knowledge: Have a strong understanding of software, hardware, and network operations, with the ability to troubleshoot and resolve technical issues.
  • Problem-Solving Skills: Possess strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
  • Time Management: Have excellent time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

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