Who We Are

Waterman offers premium workspaces designed for individuals and teams with ergonomic coworking areas, dedicated desks and private offices with a range of flexible coworking membership options. We are supporting businesses by offering a flexible workspace in order to create an environment that will profoundly support businesses and positively affect the communities we live in. We are truly inspired by their courage, their wonderful entrepreneurial spirit and their willingness to back themselves.

We believe that by providing the right spaces, community and support, we can influence the success of business — the flow on effect of which is prosperity and wellness for communities and individuals.

Each of us hold in our hands the power to do good but on our own we can only get so far. Together we are capable of achieving so much more.

The Role

We are looking for an enthusiastic, resilient, and customer-loving professional to join our growing Service Team. Your primary passion is to serve others and see them thrive, and you love doing this as part of a team!

This role reports to the Service Manager and is an onsite customer facing, front-of-house role based across our bustling workspaces.

Full Time - You must be available to work onsite Monday - Friday 8:30am-5.00pm daily.

Part Time - You must be available to work onsite Monday, Tuesday, Thursday 8:30am-5.00pm daily.

No weekend or public holidays.

Location - We have 3 opportunities available:

Part Time/Start date 6th Oct - Level 2, UL40 1341 Dandenong Rd, Chadstone and other Waterman locations from time to time to fill shifts when required.

Full Time/Start date 6th Oct - Collins St, Melbourne City, and other Waterman locations from time to time to fill shifts when required.

Full Time/Immediate Start - Eastland Shopping Centre, Ringwood, and other Waterman locations from time to time to fill shifts when required.

(*driver's license + flexibility to complete training in another center during onboarding)

In your cover letter please detail your first available start date.

Responsibilities

Interact with our members in line with our core values.

Answer customer enquiries via phone, email, or in-person promptly and professionally.

Phone Answering - Answering 90%-100% of virtual reception calls and taking clear and precise messages.

Contribute to a supportive, productive and healthy culture of teamwork and fun.

Conduct all onboarding/offboarding (move in/out) activities required for incoming/outgoing tenants.

Deliver member services including phone answering, mail handling. events coordination and workspace tours.

Resolve member requests including general enquiries, maintenance cases and technical support.

Manage your own site - conduct regular venue inspections to ensure workspaces and common areas are kept to a high standard and taking responsibility for your site.

Participate in weekly team meetings and ongoing training.

Customer Satisfaction - Strive to exceed customer expectations and maintain high satisfaction levels through customer responses.

Adhere to company policies and procedures consistently.

Product Knowledge - Develop an understanding of our products/services to provide accurate information to customers.

Skills Required

Computer literacy - Proficiency with CRM, Microsoft Teams and Microsoft Office suite is preferred.

Maintain records - Document customer interactions, enquiries, and resolutions in our CRM system.

Adaptability - Willingness to learn and adapt to changing processes.

Handle complaints/Escalate when needed - Address customer complaints with empathy and find appropriate solutions. Mental resilience to deal with challenging customer conversations.

Empathy and patience - Ability to understand and empathize with customer concerns and remaining calm in challenging situations.

Excellent professional communication skills both written and verbally.

Problem Solving - Investigate and resolve customer issues in a timely manner.

A natural flair for customer service and hospitality and an interest in the business community.

Track record of being a supportive team player - you will have a supportive site team and wider service team to interact with.

Organised, attention to detail and able to manage competing commitments in a fast-paced environment and the ability to remain calm under pressure.

The perfect balance between being pragmatic and detail oriented.

Previous experience in a customer facing role.

What we offer

Competitive salary (inc Super)

Community Support

Fun and friendly team environment with yearly activities

Experience in a multi-faceted role

Opportunity to engage with a diverse business group

If this sounds like a position that you would be interested in, we'd love to hear from you!