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About the Role

ISS is seeking Customer Service Representatives for its growing contact centre, supporting existing clients and Defence. This role involves providing outstanding front-line client care via multiple communication channels and building strong client relationships.

Responsibilities

• Deliver high quality Contact Centre services for clients and employees of ISS.
• Act as the 'First Point of Contact' for building maintenance works and coordinate contractor/supplier services.
• Develop and maintain strong working relationships with clients, contractors, tradespeople, and internal staff.
• Ensure all Service Calls are completed within contract KPI targets.
• Identify process improvement opportunities to positively impact customer experience.
• Adhere to ISS Company Policies and Procedures.

Requirements

• Previous experience working in a Contact/Call Centre environment.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to manage multiple phone calls simultaneously while adhering to KPIs and SLAs in a high call volume environment.
• Good knowledge of MS Office products (Excel, Word, PowerPoint) with advanced understanding of Microsoft Outlook.
• Exceptional planning and organisational skills with the ability to multi-task.
• Strong problem-solving, decision-making, and analytical abilities.
• Excellent customer relationship skills and the ability to deal positively with difficult situations.
• Ability to work autonomously and as part of a high-performing team.
• Must be an Australian Citizen.
• Must possess a Current National Police Check (issued within the last 12 months).
• Previous Defence or military experience is highly desirable.
• Willingness to undertake 2 weeks of training at the Macquarie Park office with flexible hours between 7 am-6 pm.

Skills

• Customer Service
• Communication (Verbal and Written)
• Multi-tasking
• MS Office Suite (Excel, Word, PowerPoint, Outlook)
• Planning
• Organisation
• Problem Solving
• Decision Making
• Analytical Abilities
• Customer Relationship Management

Location

• Macquarie Park, Sydney

Work Type

• Full-time
• Fixed Term
• Hybrid

Experience Level

• Previous Contact/Call Centre experience required
• Previous Defence or military experience highly desirable

Salary/Compensations

• Competitive salary

Benefits

• Comprehensive benefits package
• Access to professional development and career advancement opportunities
• Onsite parking at Macquarie Park
• Flexible Work Arrangement for some roles

About the Company

• ISS is a global organisation.
• ISS fosters a culture of inclusion and diversity.
• ISS is committed to fair pay and a safe working environment.

Equal Opportunity

• Welcoming applications from Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, individuals from diverse cultural backgrounds, and LGBTIQA+ communities.