inbound customer experience consultant in Melbourne CBD

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job details

melbourne cbd, victoria
call centre & customer service
job type
reference number
julia ciinean, randstad
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job description

We are looking for expert customer service agents to deliver timely and accurate responses to customer requirements in order to ensure a professional and proactive customer service delivery, following guidelines from the team leader and Operations Centre procedures.

As one of our Customer Experience Consultants you will be responsible for efficiently handling, responding, monitoring and resolving all incoming calls and emails, from our diverse Customer Portfolio as well as our Facilities Management team and other internal stakeholders. You will be held accountable for consistently and professionally delivering a great customer experience. This is a fast paced, high volume, customer-centric environment where you will be focused on ensuring KPI’s are met.

A natural multi-tasker, you will work across different activities and IT systems at any given time, to ensure reactive and programmed property related maintenance requests are managed through to completion.

Key Accountabilities

Exercise the resolution of daily telephone customer requirements to ensure maximum customer satisfaction. Develop and monitor until resolved, appropriate responses to customers’ requirements using all methods of contact, including liaising with external and internal stakeholders as required.

Maintain and monitor the effective day to day operations of the Operations Centre ensuring time and quality standards are met
Maintain safe work practices, ensuring continuous improvement


Honesty & Openness in communication
Outstanding Customer Service
Integrity and Safety.

Key Measures of Performance

Compliance of Client KPI and scope
Customer Satisfaction
95% calls answered within 3 rings
Timely and accurate response to contacts within designated performance standards
All contacts accurately recorded in Database within agreed timeframes
100% accuracy on incident reporting
All hard copy/electronic files are up to date
Client data provided in a timely, useable format to the business

This is a full time permanent position, successful applicants will start ASAP!


Customer Service


Customer Service

educational requirements

Secondary School/High School