Call Centre Agent (Canberra, ACT, AU, 2601)

  • Broadspectrum
  • Canberra ACT, Australia
  • 11/01/2019
Full Time - Flexible Administration & Office Support

Job Description

Broadspectrum is an operations, maintenance and construction services organisation, operating globally in the resources, energy, industrial, infrastructure, rail, property and defence sectors. This is a diverse and growing business offering the training, opportunities and support you need to begin and build a successful career.  

The Role:

Reporting to the Facilities Operation Centre Team Leader you will provide Call Centre support to Key Stakeholders, Customers and Service providers.

You will:

• Provide a consistently high level of service to all stakeholders and ensure effective, efficient and best practice telephony and work order management.

• Ensure that all work order management related requirements are managed and controlled promptly and effectively, by providing excellent customer care in a multi-media (telephone, fax, e-mail, web platform) based environment to the contracted client in line        with agreed service level agreements.

• Be knowledgeable of, and focussed on work order management, 1st call resolution and undergo continuous improvement, to help drive a professional service culture. 

Key responsibilities include, but not limited to:

• Ensure all contract SLA targets are achieved for inbound/outbound call resolution and follow up:

• Managing work orders to meet agreed targets, standards and key performance indicators;

• Offering excellent customer care to all stakeholders;

• Undertaking training and development programs to achieve individual and team prescribed targets;

• Providing support to all team members of the Contact Centre through sharing knowledge and cross training;

• Meeting deadlines and key targets as set by the management team.

• Promotion of an effective alliance between clients and Broadspectrum.

 

To be successful in this position you will have suitable experience in a similar call centre role. You must have high level of computer skills including MS Word, Excel, Outlook, and PowerPoint and excellent communication skills. SAP experience preferred but not essential. You must be an Australian Citizen and must be able to attain an AGSFA security clearance. 

We acknowledge the importance of our people’s diverse experiences, talents and cultures that they bring to work with them each day. Embracing Diversity and Creating Inclusion is a key component of our Talent Management Strategy. The creation of a Diverse and Inclusive workforce is central to our ability to unlock potential and enhance our success, creating a high-performance business.   Position Reference Number: 103475