Cushman & Wakefield (http://www.cushmanwakefield.com/en/careers)
Customer Service Coordinator
Job Description Summary
The purpose of this role is to provide dedicated on- site client support and for ensuring that account KPI’s are met or exceeded as they relate to helpdesk activities.
The purpose of this role is to provide dedicated on- site client support and for ensuring that account KPI’s are met or exceeded as they relate to helpdesk activities. This role reports into the centralised CXC however it is expected that this role will interact daily with the on-client site Facilities and Asset Managers to drive optimal outcomes for the client. The CXC will take over the helpdesk responsibilities out of core hours (7pm – 7am) and support during the day in peak demand. As such, high levels of communication will be required with the CXC as well as the account management team.
The Customer Experience Consultant is responsible for:
Financial - Ensure KPIs are met or exceeded
Customer - Focus on the customer experience, using the frameworks and training provided, with the intent of reducing Customer effort
Internal Processes :
Adhere to defined Cushman & Wakefield and Client contracted processes
-Improve Quality and Compliance Outcomes
Adhere to the Quality Management Framework
Actively identify process improvements to optimise CXC performance
Ensure a safe and fair working environment in accordance with Cushman & Wakefield policies and processes by reporting any incidents
Organisational Capability - Actively participate in Learning & development, coaching and support
Minimum VCE (Higher School Certificate or equivalent)
A great “People Person” & desire to genuinely make things better
Multi-tasker - able to seamlessly switch between activities whilst maintaining quality outcomes
Personal Leadership – accountability for holding self to high standards
Highly motivated – a self-starter
Highly proficient keyboard skills / computer literacy
Excellent listening, questioning, written and verbal communication skill
Previous experience in customer service oriented industries such as retail, hospitality etc.
Experience working effectively with differing levels of autonomy, structuring work effectively and coping with conflicting and changing demands
Demonstrated experience in cross-skilled environments (multi-tasking)
As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.