Address
Form of work
SalaryOur client is an IT Network Services company providing comprehensive IT services to several companies in mining, government sector, real estate, construction, and others. They are currently looking for a customer service champion to serve as a vital link between clients and technicians, ensuring the timely completion of tasks as per agreement.
Duties and Responsibilities
- Optimize each working hour to contribute to the company's profitability.
- Generate reports using ConnectWise, analyse data, and recommend enhancements to practices, procedures, and time utilisation.
- Guide technicians on the administrative facets of their roles.
- Coordinate and organise resources for service requests efficiently.
- Oversee and direct the activities of all technicians, manage the workflow of service requests, including daily checks with each technician to identify and address priority issues.
- Evaluate and control the service request backlog, ensuring accurate prioritization, scheduling, and smooth progression through the system.
- Generate quotations, handle administrative tasks, and escalate responsibilities for service agents as necessary.
To be successful in the role
- Previous background in phone-centric customer service roles.
- Demonstrated skill in clear and concise communication, adapting style based on the clients.
- Exceptional attention to detail and proficiency in written communication for both internal and external interactions.
- Ability to perform effectively under pressure.
- Ready to assist and mentor team members.
- Strong proficiency in MS Office, with a focus on Excel.
- Desirable background and comprehension of the ICT industry.
- Having a driver's license is advantageous.
- Occasional overnight or multisite stays for work may be required, particularly during urgent matters.
Applicants must be Australian Residents.
Please note: Only successful applicants to progress to the next stage will be contacted.
Our Commitment to Diversity & Inclusion
At Drake, we are committed to fostering diversity, inclusion, and equity. While our journey is ongoing, our shared goal is to create an environment where every individual is respected and valued. We are a community that recognises the strength of diversity.
Right to Work
The above position is open only to applicants who have a current right to work in Australia. Applicants who do not have a current right to work In Australia will unfortunately not be considered and are respectfully asked not to apply.
