Customer Support Specialist

3 days ago

Sydney Central Business District, Australia Chandler Macleod Full time

As one of the Australia’s largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod’s recruitment business has connected leading-edge projects and employers with outstanding business professionals.
- ** Permanent Role, Located at Sydney CBD, Hybrid work Module**:

- ** Great Salary Package and Employee Benefits**:

- ** Prior Experience in Phone based Customer Service, Excellent Communication Skill**

**Position Overview**

***
The Customer Support Team/Hub is the face of the Shared Services Team. We are accountable for resolving all client and contractor queries (including internal stakeholder questions) relating to the onboarding of contractors, client collections & contingent worker payments. In addition to this we manage business communications to our contingent workers (contractors or employees) & clients (such as changes to our payroll schedule in the event of public holidays), and the verification of new clients (including recommendation to the Branch to commence placements). We strive to protect our business, ensuring we deliver customer delight whilst limiting risk.

**Duties & Responsibilities**:

- Develop an effective internal network to deliver efficient solution and support to customers
- Coach and mentor team as required by proactively identifying personal skill gaps and discuss with direct manager on a regular basis
- Adherence to Standard Operating Procedures and Service Level Agreements
- Resolve operational issues which have been escalated
- Customer driven reports are delivered on time
- Maintain data integrity
- Ensure systems are maintained with a high level of accuracy and quality, ensuring consistent flow of data across integrated, partially integrated, and non-integrated systems
- Contribute to business improvement projects, identifying improvement opportunities and introducing innovative solutions to problems
- Maintain detailed work instructions, ensuring changes are updated and tested
- Provide work instructions for any new systems going forward (new procedures to be tested and notes revised, implement as required)
- Proactively identify, manage, and resolve problems in a timely manner to minimise work delays.
- The ability to clearly communicate at all levels, adjust communication style to suit audience. When needed you will also participate in customer-facing calls communicating progress updates, action plans, and resolution details.
- Intermediate Microsoft skills - Outlook, Excel, and Word
- Administrative background
- Sound appreciation and passion of customer service, and you will guarantee customer satisfaction, quality, and ongoing customer success.
- Process driven, outcome orientated, and high level of attention to detail.
- You will coordinate root-cause analysis and fixes for complex issues and customers while being necessary for providing a consistent quality experience, bringing new and improved support methodologies to our group shared services function i.e. SOP improvements, delivery quality, transparency, analytics, and developing robust teams.
- Ability to perform and prioritise under pressure
- Manage multiple priorities
- Be pro-active and self-motivated
- Willingness to work as part of a team “good to great” mindset.

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