ARA Technology Services, is a division of the ARA Group and a leading national independent information and communications technology service provider. ARA Technologies deploys, repairs and supports mission critical information and communication technologies for our customers throughout Australia and New Zealand.

We are currently looking for a Customer Service Coordinator whose key responsibility is to ensure a high level of customer service by proactively managing service call allocation, scheduling and monitoring to achieve commercial and contracted service levels.

The role requires engaging with customers, service partners, technicians and branch administrative staff via telephone, email and other electronic communication methods, while logging, updating and closing customer service requests.

This role is face paced needing to have a capability to manage multiple activities concurrently. It is paramount to ensuring minimal downtime of customer IT desktop, network and printer equipment.

The role will be based at our Melbourne Office.

Key Accountabilities:

Accurately manage logged service requests in our call logging system providing clear and concise service actions and updates;

Scheduling/rostering technicians to attend customer’s site in line with scheduled date/time or contracted service levels for repairs

Real time monitoring of technicians to ensure correct tracking of allocated service calls throughout the day

Answer all telephone calls in a timely manner to ensure compliance with customer outcomes and set team KPI's;

Action of customer communication received via e-mail and teams in a timely manner

Maintain currency of information recorded for open service calls by updating technician notes;

Ordering of parts where required for service requests or project service requests;

Maintaining an overview of the service call from end to end and ensuring escalations occur in order to maintain optimal service levels.

Communication with customers and other branch members in a professional, courteous and friendly manner;

Experience Required:

Well-developed PC and Microsoft Office suite skills

Experience with service scheduling systems

Previous experience in a customer service environment;

Outstanding customer service skills;

Excellent written and verbal communication skills;

Strong organisational and time management skills;

A can do attitude;

Well-developed time management skills;

Effective interpersonal skills with decisive ability is essential;

The ability to work proactively and to effectively communicate and interact as part of a specialized team;

Ability to multi-task and prioritise work as required.

Experience working in the Information Technology service sector would be an advantage

A competitive salary package with salary sacrifice benefits will be offered to the successful applicant.

To be eligible to apply for this position you must be an Australian or New Zealand citizen or hold an appropriate Australian work visa. Ineligible applicants will not be considered.

Applications should include a resume and cover letter highlighting specific relevant experience in previous and current employment.

Please note that only short-listed applicants will be contacted. No agencies please.