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Customer Service Officer
2 weeks ago
Reporting to the Operations Centre Team Manager, success in this role is measured by adherence to KPIs such as first call resolution, as well as maintaining compliance to safety, service obligations and quality.
There **role **is based at client site in Canberra as part of the BGIS Operations Centre which is a 24/7 business. The **role **will work on a rotating roster **Monday to Friday - 7am to 8pm.**
- Answering incoming calls, and delivering prompt, accurate and timely customer service
- Manage and prioritise all requests to the Helpdesk to ensure contractual requirements are met
- Liaise with service providers and Facilities Managers for clarification of technical issues
- Update our management system to ensure the timely rectification of building faults
- Adhering to KPIs and reporting on service levels
- Escalate relevant issues to the appropriate personnel/management
**Skills and Experience**
- Strong demonstrated experience working in a Customer Service or Contact Centre environment
- Experience working with internal and external stakeholders at varying levels of an organisation
- Ability to interpret queries and assist appropriately
- Demonstrated attention to detail including good key board skills, speed and accuracy
- Able to respond quickly to change and adopt a flexible / innovative approach
**Culture**
At BGIS, we create safe environments where our people can do their best work. Our team comprises of individuals from many different cultures and nationalities, with a multitude of valued personal and professional backgrounds. We welcome diverse perspectives and are always on the lookout for people who can bring new ways of thinking to our teams.
**Benefits**
BGIS offers Professional Development opportunities, excellent Company Benefits, and an exceptional Employee Recognition Program.
In the Operations Centre BGIS provide:
- Comprehensive and structured Training in Facilities Management
- Exposure to a diverse range of clients in the commercial sector
- Close knit and supportive, fun team environment
- Relaxed Dress Code - leave your suit at home, we are smart casual
- Reward and Recognition Program - hard work is noticed and appreciated
- Opportunities to join social, CSR, and other committees for those who love to make a difference
- We are proud to promote a diverse and inclusive work environment.
**About BGIS**
BGIS has over 7000+ 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.
