AddressOur client is seeing a Service Support Specialist to join their team in North Ryde NSW
As a Service Support Specialist, you will work with clients in meeting customer expectations in relation to the delivery of service. You will be involved in activities ranging from Data Entry to Call Handling to Problem Resolution for both activations and assurance service functions.
In this role you will:
- Manage the team of agents rostered on the shift ensuring all the service functions are being actively managed to meet daily targets
- Provide feedback and support for any operational issues the agents can’t handle and be available to assist as and when needed.
- Supporting the team with technical difficulties on the day and helping facilitate the successful connect and assure onsite
- Trend analysis or pattern analysis
- Governance and partnering – Make sure you are attending the meeting that you have been involved in and following on the agenda and any action. Action closure rate – on time
Operationalisation of Projects.
- escalation management - Handle customer issues to keep senior managers and customers informed.
- Monitor and mentor agents against their performance and provide feedback based on their critical metrics.
- Handle customer issues to keep senior managers and customers informed
As an ideal candidate, you will have:
- Minimum of 2 years experience as a Team Manager or a similar position
- Strong analytical, problem-definition & resolution skills for problem-solving
- Strong phone contact handling skills and active listening (Telephone Etiquette)
- Good communication and presentation skills (verbal & written)
- Strong team contributor
- Ability to follow operational procedures, guidelines and policies
- Ability to multi-task, prioritize, and manage time effectively
- Ability to work on a rotating shift basis with flexible roles & responsibilities
- ITIL Foundation Certificate preferred
- ITIL Foundation Certificate preferred
Summary of role requirements:
- Flexible hours available
- 2-3 years of relevant work experience required for this role
- Working rights required for this role
- Expected salary: $80,000 - $90,000 per year
