Customer Services Coordinator 197 views

Job Description

• Act as first-point of contact by telephone, email and face to face with all staff, inquirers, stakeholders and vendors on behalf of Property Services related matters and managing the same in a highly professional customer service approach.
• Interact with internal and external clients and customers and address issues raised.
• Distribute requests and queries to appropriate team members in the Directorate and subsequently follow up on the status of requests and complaints.
• Manage resolution of requests, queries and complaints in the first instance and in accordance with RMIT VN’s policies, procedures and guidelines.
• Communicate with inquirers, stakeholders and vendors in the event that the resolution of issues at hand becomes protracted.
• Mange the Ticketing, Archibus systems to ensure the effective turnaround, the resolution of tickets received and carry out weekly analysis of turnaround times and customer satisfaction.
• Ensure all enquiries are closed out properly in a timely manner and that the loop has been closed effectively by team members managing them.
• Ensure probity and integrity in all dealings with staff, students, stakeholders, clients and inquirers.
• Coordinate with key stakeholders to conduct Post Occupancy Evaluation surveys in consultation with Managers in Property Services team
• Carry out regular Ticketing system reports to Direct Line Manager as required
• Be on-duty for answering calls to Property Services’ Hotline on weekends (not required to be on-site, approx. 4 days/ month)
• Any other duties as assigned by Direct Line Manager.

Requirements

• Tertiary qualification in related field or equivalent education and/or experience
• Demonstrated skills to handle complaints and demanding customers
• Excellent customer service approach.
• Excellent IT skills
• Well-developed interpersonal skills, including negotiation, liaison and prioritisation skills
• At least three -year work experience.
• Ability to display appropriate behaviours in line with the position, as per the RMIT Behavioural Capability Framework (Connectedness, Commitment to Excellence – Improve and Simplify; Imagination and Innovation; Impact; Inclusion; Agility).

Benefits

• Competitive gross salary starting from 17,325,000 VND (plus allowances) depending on proven track record in meeting all the key selection criteria.
• 13th month bonus + private medical insurance (for you and your dependents) + annual health check.
• 20 days annual leave plus 5 days paid leave Xmas closure, plus public holidays and paid sick leave.
• Free use of onsite gym
• Library on campus and online – access to RMIT Australia online library