Customer Service Representative

The team at ISS is growing and so is our contact centre and we are looking for superstars to join our team as Contact Centre/Customer Service Representatives who want to grow and be part of global organisation. Our positions are based at our Macquarie Park office, with Full Time and Part Time opportunities available for weekday and weekend shifts. These shifts are hybrid based providing a level of flexibility.

Reporting to the National Contact Centre Team Leader, the key aspect of these roles is providing outstanding front line client care via phone, email, web and mobile self-service portals.

These positions requires an outgoing, customer-oriented individual who is focused on building a trust relationship with clients and is willing to go the extra mile to achieve an exceptional outcome for the client.

We anticipate the indicative shifts below being required, and are open to discussing alternative times with successful candidates:

• Full Time shifts -
  
  
  
  • Monday to Friday, 7am to 3pm
  
  
  • Monday to Friday, 9am to 5pm
  
  
  • Monday to Friday, 8 hour shifts starting after 11am and finishing by 10pm at the latest.
  
  
  
  


• Part Time shifts -
  
  
  
  • Monday to Friday, 4 hour shifts 4 workdays in the week (16 hours total)
  
  
  • Saturday and Sunday, Part time shifts - 10am to 6pm or 11am to 7pm
  
  
  
  

The Position:

• Deliver high quality Contact Centre services for our clients and employees of ISS


• Be the “First Point of Contact” for all building maintenance works and coordinate the delivery of Contractor and Supplier services


• Develop and maintain strong working relationships with clients, contractors, tradesman and internal staff


• Ensure all Service Calls are completed within contract KPI targets


• Identify process improvement opportunities the positively impact our customers experience


• Adhere to ISS Company Policies and Procedures

Our Benefits:

• Internal opportunities and growth path


• Joining a team of talented, driven professionals who are passionate about customer service excellence


• 2 days a week WFH


• Onsite parking at Macquarie Park office


• Access to staff discounts with partner companies


• Traineeship opportunities for eligible employees


• Career development via our internal Learning Management System

Minimum Criteria:

• Previous experience working in a Contact/Call Centre environment


• Ability to communicate clearly and professionally, both verbally and in writing


• Ability to manage multiple phone calls at once, while adhering to KPI’s and SLAs in a high call volume environment.


• Good knowledge of MS Office products (Excel, Word, PowerPoint) with advanced understanding of Microsoft Outlook


• Exceptional planning and organisational skills with ability to multi-task.


• Strong problem solving, decision making and analytical abilities


• Excellent Customer relationship skills and the ability to deal positively with difficult situations


• The ability work autonomously and as part of a high performing team


• Provision of a clear National Police Check dated in the last 3 months.


• You must be willing to do training in Macquarie Park with flexibility of hours range between 7am-6pm

To apply for this role please click on the 'apply' link and complete the online application.

ISS is passionate about creating a culture that values inclusion and diversity, where all our people are treated fairly and respectfully. We encourage applications from Aboriginal and Torres Strait Islander peoples, Veterans, people living with disability, people from different cultural backgrounds and lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) people.

We are an ethical employer, recognised by the industry for paying fairly and ensuring a safe working environment for all our staff. Read more about ISS in Australia and New Zealand on our website. www.au.issworld.com

**WE RESPECTFULLY ASK NO AGENCY APPROACHES PLEASE**