Call Centre and Customer Service
Tullamarine, Melbourne, Australia
Service Delivery Representative
Based at Tullamarine, the Service Delivery Representative is a key member of the Service Delivery Team and is responsible for delivering improvements in customer service through effective resolution of escalated customer issues. The Service Delivery Coordinator is responsible for generating new business and customer retention by resolving repeated service failures and providing exceptional customer service.
Monday to friday onsite role
Rotating 8am-4pm / 9am-5pm hours
Key Dimensions:
* Action and resolve service requests;
* Liaise with internal and external stakeholders to assist with completion of service requests;
* Receive inbound calls via number queue;
* Receive warm customer phone escalations from the National Contact Centre;
* Investigate and resolve repeated service failures;
* Manage email folder/s for respective duties;
* Workflow processing;
* Welcome calls for new customers;
* Available to work non-national public holidays
* Ensure all sales targets are achieved primarily through selling and generating sales leads
* Primary contact for all potential cancellation requests nationwide
* Re-signing and cross-selling to the existing customer base in a pro-active and timely manner
* Ensure all customer and internal databases are maintained with accuracy
* Provide exceptional customer service with an aim to eliminate repeat service failures Other duties as required by the business
* Average Speed to Answer
* 90% of calls answered within 30 seconds
* Abandoned call %
* Emails responded to within 2 hours of receipt
* ETA and status requests for existing bookings
* Additional Services or Potential New Customer
* Cancellations
* Futile / Missed Services
* OH&S Issues
* Resigns
* Interpersonal, verbal & written communication
* Customer service focus
* Attention to detail and administrative skills
* Computer literacy
* Scheduling
* Problem solving
Please apply below or email your resume and cover letter to kelly directly on
Please note only shortlisted applicants will be contacted
Job Information
Job Reference: 210162932_1692666107
Salary: AU$33 - AU$35 per hour + Temp to Perm Role
Salary From: AU$33
Salary To: AU$35
Salary Type: hour
Consultant Name: Kelly Jenkins
Job Industries: Call Centre and Customer Service
Job Locations: Tullamarine, Melbourne, Australia
Job Types: Temporary
Job Skills: Customer Service - Service delivery, Admin,