Job Title: Service Coordinator
We are seeking an experienced Service Coordinator to join our team.
Key Responsibilities:
* Network Management Support: Assist in the coordination and onboarding of new repairers, serve as a support contact for repairers' inquiries, and maintain accurate and up-to-date records of repairer contracts and documentation.
* Research on Network Gaps: Assist in analysing data to identify opportunities and gaps in the repair network, and support strategic planning to optimise network coverage and efficiency.
* Quality Assurance: Assist in conducting regular quality checks, reviews, and preparing performance reports, and help implement feedback and improvement plans for repair agents.
* Customer Enquiries: Support the customer service and case management teams by handling repair-related enquiries and escalations, and ensure timely and effective resolution of customer issues.
* Data and Reporting: Help ensure accurate case data collection from repair agents, maintain and update the Solvup system, identifying gaps and ensuring data integrity, and assist with preparing regular reports on network performance and key metrics.
* Contracts/Legal: Assist in providing correct and complete data to the contracts team for accurate contract management, and ensure all legal and compliance requirements are met and documented.
* Administrative Duties: Assist in organising quarterly meetings with key OEMs and high-volume repairers, support the compliance team with annual audits of repair centers, maintain up-to-date records of repairers' public liability insurance and relevant qualifications, and assist in reviewing and approving invoices from repair agents.
Requirements:
* A minimum of 2 years of experience in a customer support or administrative role, preferably in a fast-paced environment.
* Strong organisational and time-management skills, excellent verbal and written communication skills, and proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
* A basic understanding of customer service principles and practices, and a willingness to learn about repair management systems and industry-specific processes.
Benefits:
* Paid volunteer day and community involvement.
* Monthly allowances for phone/internet, wellness, and professional development.
* Access to comprehensive mental health resources.
* Inclusive hybrid work model, with a one-off $750 home office set-up allowance.
* Regular company socials to celebrate our collective achievements.
About Us:
We are committed to promoting diversity and inclusivity in the workplace and welcome applications from all qualified candidates.