National Help Desk Manager (Customer Service)

Job No: MG97
Location: VIC

National Help Desk Manager (Customer Service)

 

We are seeking a highly competent Help Desk (Customer Service) professional, managing an in-bound environment. This is not an IT Help Desk position.

 

  • Immediate start or by negotiation
  • Established, Australian-owned national and facility services company
  • Team and results driven environment
  • Salary: $65,000-$75,000 (plus super)

 

The Menzies Group of Companies is one of the largest family-owned cleaning and facility services companies in Australia, providing quality "value for money" solutions to blue chip customers on a national scale.

We are seeking a self-motivated and successful Help Desk professional to join our expanding team in our Malvern Head Office.

Reporting directly to our Chief Operating Officer, you will responsible for providing first level support to our national customer base while escalating issues to the management team. First call resolution rate is critical with a strong focus on customer satisfaction and prompt completion of work requests to ensure customer KPI's are maintained and exceeded.

In this role you will be liaising with a portfolio of clients across a broad industry base and site locations, including: academic, commercial, retail and industrial.

The ideal candidate will be responsible for the following key areas:

  • Managing Help Desk team
  • Managing in-bound calls and emails and responding to both internal and external customers in a professional and timely manner
  • Process and allocate work requests or issues to Managers across the business, utilising the Menzies internal Help Desk system, and our clients' in-house Help Desk systems
  • Timely follow-up on work order requests to ensure client KPI's are achieved
  • Communicate to management the operational issues affecting customer relations, including escalation of key matters
  • Preparation & submission of quotations for adhoc works as requested by client
  • Respond to client enquiries or requests as needed
  • Generate Help Desk reports, as required
  • After hours support where required (i.e. Public Holidays work from home location)
  • Project Management (ie: ticketing systems, application deployment)

The ideal candidate will hold demonstrated competencies in the following key areas:    

  • Previous experience in a similar role required (minimum 2 years)
  • Excellent verbal and written communication skills Professional and courteous phone manner
  • Exceptional follow-up and reporting abilities (intermediate/advanced knowledge of Ms Office suite)
  • Fast and accurate data entry skills
  • Ability to use initiative - a lateral thinker, someone who exercises sound judgement and decision making processes
  • High level of multi-tasking skills
  • Ability to be firm or persistent when necessary
  • Co-operative and able to take constructive criticism
  • Well organised and disciplined
  • Honest, hardworking, can do attitude
  • Friendly and sociable, a 'team player' interacts well with both internal and external customers
  • Not afraid to seek assistance or speak up when challenges present
  • Previous experience within the cleaning or facility services industry is desirable (however not essential)

In return, the successful candidate will be offered a busy full-time customer service role and enjoy the benefits of:   

  • Employment within an established national organisation
  • Professional growth opportunities
  • Competitive salary package

Applications are to include: a detailed resume, availability, statements, achievements and specific experiences against each of the above areas.
 
If you are an experienced Help Desk professional with exceptional customer service skills and are looking for an opportunity to contribute to an organisation with an excellent reputation then we want to hear from you.
 
 

  

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