Customer Service Officer

• Modern Head office in Mount Waverley with onsite parking
• Salary packaging up to $15,900 tax-free each year, plus $2650 meal & entertainment card benefits
• Initially role will be casual with view to permanency 

AWA Technology Services, is a division of Cabrini Technology Group and a leading national independent information and communications technology service provider. AWA deploys, repairs and supports ICT equipment for customers throughout Australia and New Zealand. Cabrini Technology Group is a wholly owned division of Cabrini Health Limited

About the role

Daily IT service requests (jobs) are logged via automated data feeds from our customers systems. The Service Scheduling Coordinator allocates these jobs to qualified field technicians and coordinates parts and site access in line with service level agreements. The Service Scheduling Coordinator acts as the link between our customers (i.e. manufacturer), the end-user, and our business. This position utilises sophisticated IT systems to manage all aspects of the service requests together with tracking software to manage the status of each service call and the location of the field technician.

Responsibilities include

• Plan, schedule and coordinate IT service requests from our Customers.
• Coordinate field service technicians, spare parts, customer site access and other aspects of the job to ensure all requests are completed within service level agreements
• Track status of spare parts and liaise with suppliers on ETA’s to ensure spare parts are available for jobs as required
• Monitor, manage and report on defined service KPI’s, particularly around utilisation of technicians and resources
• Support field technical enquiries and provide appropriate assistance where required
• Cross train on other areas of the Service team so as to be able to back up the team as required
• Liaise with Customers, Field Technicians, and other internal departments to get the best outcomes for our customers
• The role will be based at our Mount Waverley Office in Victoria. 

Experience Required:

• Experience with service scheduling systems or warehouse management or similar high-volume service request environment would be ideal;
• Outstanding Customer Service skills. Ability to work well under time pressure with a high attention to detail.
• Can confidently speak on the phone to coordinate with customers, field technicians and management personnel.
• Strong organisational and time management skills;
• Well-developed PC and Microsoft Office suite skills
• Ability to multi-task and prioritise work as required.
• Experience working in the Information Technology service sector would be an advantage

A competitive salary package with salary sacrifice benefits will be offered to the successful applicant.

To be eligible to apply for this position you must be an Australian or New Zealand citizen or hold an appropriate Australian work visa. Ineligible applicants will not be considered. 

Cabrini Technology Group is part of Cabrini Health Ltd. Cabrini is a healthcare provider that is captured by the COVID-19 and seasonal influenza vaccination requirements released by the Victorian government. It is a condition of employment that all staff receive the required vaccines, unless they have a relevant medical exemption. Vaccination evidence or evidence of a medical contraindication must be provided prior to commencement. 

Applications should include a resume and cover letter highlighting specific relevant experience in previous and current employment. 

Please note that only short-listed applicants will be contacted. No agencies please.