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Customer Service Advisor - Critical Incident Desk

Mulgrave VIC 3170, Australia Req #935
Thursday, 9 September 2021
City FM Australia (City) provide world leading Facilities Management, Engineering and Energy solutions which ensure safe, successful and sustainable outcomes, on time and on budget for our partners - Coles.


Reporting to the Critical Incident Desk Supervisor, this role offers an enthusiastic, motivated and customer centric, customer service representative a wonderful opportunity to join a fast paced, driven and diverse team, and take your career to the next level by supporting our valued customer - Coles. 

If you believe in delivering an outstanding and personable customer experience. Apply now!!!


This is a permanent part-time position working Saturdays and Sundays (including public holidays) across rotating shifts between the hours of 07:00 AM – 07:00PM.


Your key responsibilities will include: 

  • Effectively manage a high volume of both inbound/outbound calls. 
  • Resolve, manage and escalate incidents logged by our customers. 
  • Reporting to all Managers as required on all incidents and ensuring the correct processes are followed. 
  • Ensure a swift and efficient service whilst adhering to agreed service levels and KPI's. 
  • Provide exceptional service at every opportunity by building relationships and rapport with your customer, both internal and external. 


Our successful candidates will have

  • Experience working in a call centre. 
  • Ability to remain calm under pressure; whilst demonstrating diligence and ability to multitask. 
  • Exceptional customer service focus. 
  • Excellent communication skills, both written and verbal. 
  • Strong attention to detail. 

If you would like the opportunity to be part of a growing Australian Facilities Management business, we would love to hear from you.  

City is an Equal Opportunity Employer who supports and encourages the diverse needs of each individual Team Member. We provide a challenging and rewarding environment with ongoing professional development for all our Team Members.   

City does not accept any unsolicited resume referrals from Recruitment Agencies. City will not pay any placement fees relating to unsolicited resume referrals.

Other details

  • Pay Type Hourly
  • Travel Required No
  • Telecommute % 100
  • Mulgrave VIC 3170, Australia