Customer Service Officer

1 week ago

Southport, Australia BGIS Full time

**BGIS **is experiencing strong company growth and requires a **Customer Service Officer **to join our existing team.

**Security Clearance - Australian Citizen & Must be Fully Vaccinated.
**The Role**

Using a flexible and adaptable approach, the responsibilities of the **Customer Service Officer **include the following:
**Responsibilities**:

- Answer incoming calls from clients;
- Answer inquiries;
- Lodging work requests using the nominated CMMS;
- Handle complaints;
- Data entry
- Ensure that work costs are completed within the approved cost limits.
- Answer client calls within 10 seconds.
- Interpret and action the request within 3 minutes.
- Action and manage client requests for the resolution of property concerns, the rectification of building faults and assisting with inquiries.
- Develop an awareness and understanding of contract requirements, locations, specific information and be up-to-date on any changes.
- Ensure the accurate update of a log of issues, solutions and customer information.
- Provide prompt, accurate and timely customer reporting on service levels, KPI’s, overdue work orders onsite and rectification.
- Liaise with service providers and Facilities Managers to clarify technical issues about the diagnosis of faults and the responsibility for their rectification.
- Data entry and maintenance of customer/potential customer databases.

**Skills/Experience**
- Strong demonstrated experience working in a Customer Service Centre environment.
- Demonstrated understanding of customer service principles.
- Demonstrated experience working with internal and external stakeholders at varying levels of an organisation.
- Strong demonstrated professional telephone manner - listening, questioning, empathy, clear client outcome, and professionalism.
- Demonstrated attention for detail and grammar.
- Proficient in relevant computer software Word, Excel, Outlook (or related program) and Internet access.
- Good keyboard skills, speed, and accuracy.
- Able to respond quickly to change and adopt a flexible/ innovative approach to problems and opportunities.
- High School Certificate or equivalent.
- Previous experience in a customer service centre.
- Certificate IV in Customer Service.
- Proven experience in despatching work in Facility Management or Trade.

**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 always look 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.

**About BGIS**
BGIS has over 7000+ employees globally. We are a leader in 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 across various sectors, such as Commercial Business, Defence, Healthcare, Government, Higher Education and Utilities.

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