Customer Service Officer

BGIS we are a leading organization in Real Estate Services dedicated to delivering exceptional services to our clients. As we continue to grow, we are seeking a highly motivated and experienced Customer Service Officer to join our dynamic team. This is an excellent opportunity to contribute to our success and shape the development of our workforce.

The Role

As the first point of contact for all incoming enquiries, the Customer Service Officer is responsible for managing enquiries relating to reactive maintenance and facilities services via telephone and email.

Reporting to the Operations Centre Team Manager, success in this role is measured by adherence to KPIs such as first call resolution, as well as maintaining compliance to safety, service obligations and quality.

This is 2- week rotation roster, Monday to Friday, 8 am to 4 pm and 12 pm to 8 pm, with occasional Public Holiday work.
This role is based in Canberra, ACT!

- Answering incoming calls, and delivering prompt, accurate and timely Customer Service
- Manage and prioritise all requests to the Helpdesk to ensure contractual requirements are met.
- Liaise with service providers and Facilities Managers for clarification of technical issues.
- Update our management system to ensure the timely rectification of building faults.
- Adhering to KPIs and reporting on service levels.
- Escalate relevant issues to the appropriate personnel/management.

Skills and Experience
- Strong demonstrated experience working in a Customer Service or Contact Centre environment.
- Experience working with internal and external stakeholders at varying levels of an organisation.
- Ability to interpret queries and assist appropriately.
- Demonstrated attention to detail including good key board skills, speed and accuracy.
- Able to respond quickly to change and adopt a flexible / innovative approach.

Why Join BGIS:
- Comprehensive and structured Training in Facilities Management
- Exposure to a diverse range of clients in the commercial sector
- Close knit and supportive, fun team environment
- Relaxed Dress Code - leave your suit at home, we are smart casual!
- Reward and Recognition Program - hard work is noticed and appreciated!
- Opportunities to join social, CSR, and other committees for those who love to make a difference.
- Employee Recognition Program
- Excellent Company Benefits
- Paid Parental and Volunteer Leave
- Donation Matching and much more!

About BGIS

BGIS is a global leader in the provision of facility management, project delivery, energy & sustainability, asset management, workplace advisory, and real estate services. With a combined team of over 10,000 globally, BGIS focuses on delivering innovative service solutions that create value.
Globally, BGIS manages over 50,000 client locations totalling more than 50 million square metres across markets including Government, Education, Utilities, Financial Services, Oil & Gas, Healthcare and Cloud Enterprise.

If you are ready to take on this exciting opportunity and contribute to our organization's growth, please submit your resume.

BGIS, we value diversity and are committed to creating an inclusive and safe work environment for all employees, we have passion for sustainability and drive for innovation.

Further information is available at apac.bgis.com.