Client Services Associate

2 days ago

Greater Perth Area, Australia Connect Source Pty Ltd Full time $60,000 - $90,000 per year

The Client Services Associate is responsible for managing and coordinating service delivery activities, including scheduling field service visits, quoting, and job tracking. This role also provides frontline support for the Helpdesk, ensuring customer queries are triaged and resolved efficiently or escalated appropriately. The Client Services Associate plays a key role in maintaining high levels of customer satisfaction and operational efficiency.

Key Responsibilities:

Contract Coordination

  • Schedule and manage field service jobs, ensuring timely and efficient allocation of resources.
  • Liaise with technicians and customers to confirm appointments and service requirements.
  • Monitor job progress and update service records in the system.
  • Ensure serialised products and parts are tracked accurately during service activities.
  • Assist in preparing and updating quotes, including linking quote numbers to service orders.
  • Move jobs through workflow stages (e.g., Requires Quoting → Quoted → Pending Customer).

Helpdesk Support

  • Act as the first point of contact for customer queries via phone, email, or ticketing system.
  • Triage support tickets and assign them to the appropriate team or technician.
  • Provide basic troubleshooting and resolution for common issues.
  • Maintain accurate records of customer interactions and resolutions.
  • Escalate complex or urgent issues to senior support staff or management.

Administrative & Reporting

  • Maintain service logs, customer records, and serialized product histories.
  • Generate reports on service performance, job status, and customer feedback.
  • Support invoicing and reconciliation processes related to service jobs.
  • Assist with continuous improvement initiatives in service delivery and support.

Skills & Experience:

Essential:

  • Experience in service coordination, scheduling, or customer support.
  • Strong communication and interpersonal skills.
  • Proficiency in ERP or service management systems.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Attention to detail and commitment to data accuracy.

Desirable:

  • Familiarity with serialized inventory management.
  • Experience in quoting and job costing.
  • Experience with Technology and telematics
  • Knowledge of 'Helpdesk' ticketing systems and workflows.

Key Relationships:

Internal:
Field Technicians, Support Services Team, Finance, Sales

External:
Customers, Vendors, Contractors

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