Service Support Officer

6 days ago

Macquarie Park, Australia Hospital Products Australia Full time

**Our Organisation**:
Hospital Products Australia (HPA) is a dynamic company that integrates technology with furnishings and lighting to provide connection, quality, and comfort for the needs of healthcare, aged care, and commercial industries.

**The position**:
The Service Support Officer is a multi-functional role, responsible for the day-to-day service and project support requirements along with the smooth running of the HPA Sydney office.

To be successful in the role, you will need to be a highly flexible and organised team player with well-developed interpersonal skills.

**Key accountabilities**:
Service and Projects
- Vet all telephone queries for warranty issues and/or other similar queries.
- Data entry and management into the relevant software for Service Cases and Project Jobs.
- Collect all data and troubleshoot as needed for Project & Service Manager to then proceed.
- Investigate and troubleshoot customer concerns or complaints, ensuring timely and effective resolution. Collaborate with the team to address complex issues.
- Identify areas for improvement in service processes and contribute to the development and implementation of solutions to enhance overall customer experience.
- Allocate technicians to service cases with input from Project & Service Manager.
- Creation of job sheets in consultation with Project & Service Manager.

Administration:

- Customer Service including assisting customers with enquiries, preparing service quotes and receiving service calls.
- Managing reception and phones.
- Coordinate work travel and event organisation.
- Ordering office supplies.
- Adhoc admin duties.

Accounts Backup including:

- Receiving and dispatch of goods and services in financial system.
- Data Entry.
- Adhoc accounts tasks.
- Customer payment follow up.

**The key competencies of this role include**:

- Advanced MS Office Skills and exposure to Office 365 Sharepoint (advantageous)
- Ideally previous experience using Service Now.
- Previous experience within the healthcare environment would be advantageous.
- Strong communication and interpersonal skills.
- Problem-solving and analytical abilities.
- Customer-focused mindset with a commitment to delivering high-quality service.
- Proficiency in using customer support software and tools.
- Ability to work collaboratively in a team environment
- Strong work ethic with a desire to make improvements.
- Ability to prioritise and meet deadlines.

**Additional information and requirements**:

- This position is based in Macquarie Park with onsite parking available.

**Strictly No Agencies.**

**Salary**: $65,000.00 - $80,000.00 per year

**Benefits**:

- Maternity leave
- Parental leave
- Professional development assistance
- Referral program
- Salary packaging
- Travel reimbursement

Schedule:

- 8 hour shift
- Day shift

Application Question(s):

- Which of the following statements best describes your right to work in Australia?
- Do you have customer service experience?
- Which of the following Microsoft Office products are you experienced with?
- What's your expected annual base salary?
- How much notice are you required to give your current employer?

**Experience**:

- Customer service: 5 years (preferred)

Work Location: In person

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