Customer Support Specialist

**PURPOSE**

The purpose of this role is to provide ancillary support services to the administration team embedded within Aussie Gardening & Cleaning to ensure that customers and other trading partners of Aussie Gardening & Cleaning are provided with accurate and suitable communication within the timeframes specified within this document and in accordance with the values of the organisation.

**MAIN DUTIES**
- Clear communication with customers to ensure that we understand their needs and our customers understand the outcome and how this will be achieved.
- Provide specialist knowledge specific to your experience and knowledge base
- Ensure that all tasks and services are carried out in the safest possible way regardless of who is completing the task to minimise danger to our customers, our team and property.
- Rescheduling of customer appointments due to staff absences
- Liaise with suppliers: Obtaining quotes, obtaining order status and ETAs.
- General Administration and maintenance of the organization's document database.
- Deal with customer escalations - proactively manage customer expectations and service delivery
- Provide specialist knowledge specific to your experience and knowledge base.
- Understanding and implementation of basic quotes and consultations

The above list is not exhaustive and the role may change to meet the overall objectives of the company.

**OTHER DUTIES **Fulfill other duties as required by management and other department personnel as requested/required.

**PERSON SPECIFICATION**

**QUALIFICATIONS**
- NDIS Worker Screening Check
- Working With Children Check
- National Criminal Record Check

**EXPERIENCE **Previous Cleaning, Gardening and/or Administration Experience

**KNOWLEDGE** Understanding of the approximate times required to complete gardening and cleaning services

**SKILLS & COMPETENCIES**
- Customer service focused: Committed to providing exceptional customer service across all channels - written, phone and face to face. Problem solving skills
- Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience.
- Attention to detail: Excellent attention to detail and written skills when communicating with others, both internally and externally.
- Teamwork: Willingness to assist and support others as required and get on with team members.
- Time management/organisation: Accomplish objectives effectively within the time frame given, and carry out administrative duties within the portfolio in an efficient and timely manner.

**PERSONAL ATTRIBUTES**
- Professional approach.
- Ability to work under pressure.
- Organisational and time management skills.
- Excellent attention to detail.
- Confident manner.
- Positive approach to change.
- Motivated and able to motivate others.
- Willingness to train and develop other staff.

**PHYSICAL REQUIREMENTS**
- Ability to stand, walk, squat, bend, twist and reach in compliance with manual handling techniques for a minimum 4.5 hours with a 10 minute break, including walking up and down stairs / steps / ladders / step ladders
- Ability to drive (or be in a vehicle) for up to 3 hours with legislative breaks as required
- Ability to lift up to 10 kilograms unassisted (25 kilograms assisted) or the ability to move, slide, push and pull 15 kilograms unassisted (50 kilograms assisted)

**KEY PERFORMANCE INDICATORS**

**Attendance**

Zero unexplained absences (The definition of an explained absence is when a team member is not present for the commencement of a service without prior communication with their direct team leader via phone call)

**Quality**

Zero customer complaints regarding the quality of the services provided (Customer complaints can be avoided by ensuring that all team members adhere to the relevant documentation provided such as the cleaning schedule for cleaners and the calendar notes for gardeners)

**Safety**

Zero unreported incidents (All incidents must be reporting to the team members direct team leader by the end of the day and the online incident report form must be completed within 2 business days)

**Equipment**

**Discipline**

Zero disciplinary discussions (by following the above KPI’s all team members can be confident of not having disciplinary discussions)

**KEY PERFORMANCE INDICATORS - Administration**

**Asana Tasks**

All tasks that have been assigned to you in Asana are completed by the due date specified (if for any reason this cannot be completed then appropriate notes are communicated within the task and to the relevant contributors prior to the due date being changed).

**Attendance**

Zero unexplained absences (The definition of an explained absence is when a team member is not present for the commencement of a service without prior communication with their direct team leader via phone call)

**Discipline**

Zero disciplinary discussions (by following the above KPI’s all team members can be confident of not having disciplinary discussions)