Service Key Accounts Coordinator

2 weeks ago

Homebush, Australia Acer Computer Australia Full time

**Acer Key Accounts Coordinator**

**(Contractor)**

Acer Computer Australia is seeking a Service Key Accounts Coordinator (KAC) role to join their team in Sydney.

This KAC role is the single point of contact of Acer’s key customers for all post-sales service requirements.

**Key responsibilities**:

- Closely monitor open service requests to ensure product issues are resolved within the terms of the

Service Level Agreement (SLA).
- Investigate and address escalated customer complaints and ensure a response is provided within 24 hours from receipt.
- Manage the customer complaints escalation process and engage with senior management if a higher level of solution is required.
- Inform Technical Accounts Mangers and Team Leader out-of-norm issues that require immediate action.
- Develop and implement preventive and corrective measures to avoid recurrence of issues, future escalations, or costly service solutions.
- Monitor progress of repair work, investigate and address internal delays, and coordinate service fulfilment with authorised service partners as well as internal teams involved.
- Provide daily reports to Key Accounts, ensure SLA metric performance indicators are accurately calculated, top drivers for SLA misses are identified and analysed, and the appropriate action items to address the drivers are clearly defined.
- Participate in weekly and/or monthly update meetings with customers or the account team.
- Undertake projects as and when required.

**Experience, skills and competencies**
- At least 4 years' experience in Service Delivery or Supply Chain, BPO, or similar industries.
- Excellent verbal and written communication skills, with the ability to engage with stakeholders at all levels
- Experience in data gathering and trends analysis.
- Ability to negotiate a 'win-win' solution, achieving customer satisfaction while meeting business profitability targets
- Must have strong interpersonal skills, with a can-do, fun and friendly attitude
- Must be able to work autonomously while being a strong team player and part of the solution.
- Important: Applicants must have the appropriate authorisation to live and work in Australia indefinitely. _

**Job Type**: Casual

**Salary**: $30.00 - $33.00 per hour

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Homebush, NSW 2140: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Certificate I - IV (preferred)

**Experience**:

- customer service: 4 years (preferred)

Work Authorisation:

- Australia (required)

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