Position Details: Full‐time | Continuing Professional HEO4 | $76,140 - $82,119 | Bedford Park / Kaurna Country View
Overview: This position contributes to the University's strategic plan to change 10 million lives by 2035 through the effective delivery of student‐centric solutions and supporting research that strengthens communities. You will provide consistent, high‐quality customer experience to a diverse range of internal and external stakeholders as part of a centralised, close‐knit customer service team.
Responsibilities
* Assess, interpret, triage and analyse incoming enquiries to determine the most appropriate course of action, applying established service standards and procedures.
* Monitor and manage the progress of all logged requests, following up as required to ensure completion within agreed service‐level timeframes while maintaining clear, timely and empathetic communication with customers.
* Manage and resolve complaints in a professional, respectful and compassionate manner, ensuring customers feel heard and supported and escalating issues appropriately according to organisational procedures.
* Maintain and analyse accurate records of all customer interactions and service requests, identify trends, recurring issues and opportunities for process improvement, and contribute to the overall customer experience.
* Utilise multiple communication channels including phone, email and online systems to manage enquiries, service requests and complaints related to Property, Facilities and Development services.
Qualifications & Skills
* Previous experience in a customer service/front‐facing role with excellent interpersonal, written and verbal communication skills.
* Strong Microsoft Office skills; experience with CRM systems highly valued.
* Certificate‐level qualification or equivalent combination of relevant experience and/or education and/or training.
* Ability to manage a high‐volume, multichannel customer service environment, prioritise competing tasks, maintain attention to detail and meet deadlines.
* Strong digital capability and proficiency in customer request or service management systems, with the ability to accurately record and manage data to support service delivery and continuous improvement.
Equal Opportunity Statement
This position is a special/equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth) and section 65 of the Equal Opportunity Act 1984 (SA) and is therefore only open to Aboriginal or Torres Strait Islander peoples. Successful candidates will be required to provide confirmation of Aboriginal and/or Torres Strait Islander descent.
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