This position is no longer open for applications

Junior Service Coordinator (6 Month Contract) | Sydney

Junior Service Coordinator (6 Month Contract) | Sydney (JAV-SYD_RG110695) Sydney, Australia

About Us:

 

Ignite On-Demand (Managed Services) is part of the Ignite group (ASX listed company) which has been serving our business Partners throughout Australia and New Zeeland for over 40 years. With the systems and experience in place to make a fundamental difference in the way we help our Teams feel part of the family.

 

Junior Service/Project Coordinator

 

This position requires to handle front-end communications customers (internal and external), addressing services-related requests and managing service escalations. The main tasks include: analysis of a service support request, collaborating with different teams & service providers to bring resolution. Ensure desired customer satisfaction & service KPIs are fulfilled.

 

The desired candidate has knowledge of commonly-used concepts, practices and procedures within services support functions. The target is to ensure excellent service standards and maintain high customer satisfaction for Service Delivery.

 

Successful candidates will possess excellent communication skills to work closely with teammates and business users to understand the service delivery business in order to measure it accurately.  A strong candidate must be analytical, logical, and able to learn quickly since this metrics will cover many different areas of the business.

 

Reporting to the ANZ Professional Service Manager, your responsibilities are:

 

  • Ensure service KPIs are on target. Uses available interactive tools to identify and assess customers' needs to achieve satisfaction. 
  • Handle internal & external customer escalations via phone, email, mail etc.
  • Advises on Lenovo services conditions, identifies complaint root cause,  and follows-up upon their resolution. 
  • Ability to work as a team player, ensuring good communication across multiple teams within the organization
  • Build sustainable relationships of trust within internal & external stakeholders
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Compile reports on overall customer satisfaction

 

Position requirements:

  • Proven customer support experience, customer oriented
  • Analytical: provides accurate, valid and complete information by using the right methods/tools
  • Process oriented mindset
  • Track record of overachieving quantifiable KPIs
  • Strong communication skills (phone, mail, meetings), active listening to adapt to different situations
  • Excellent presentation skills PPT, advance excel, Visio
  • Familiar with CRM systems and practices (ServiceNow)
  • Ability to multi task, prioritize & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meeting).
  • Bachelor’s degree preferred
  • Fluency in written & oral English
  • Minimum 3 year’s relevant working experience

 

What We Will Offer You :

 

  • An open and stimulating environment within one of the most forward thinking IT companies   
  • Flat structures and fast decision-making processes   
  • A modern and flexible way of working to combine personal and professional life 
  • An international team with a high focus on Gender Diversity   
  • Attractive compensation package
;