Customer Service Engineer

Join our team as a Service Engineer in a company that knows how important company culture is
  • Permanent role
  • An immediate start with excellent working culture
  • Can be 100% remote


Your new company
Great opportunity to staying ahead of the curve in the fast-moving world of fuel and convenience retail. Your new company is the first to use the power of data for making better decisions and artificial intelligence & machine learning solutions has turned data into a smart, actionable tools.

Your new role
In your new role, you will be expected to maintain a high degree of service (and customer focus) for service incidents, requests, and queries, adhering to service management principles and processes set out in the Service Level Agreements (SLA). You will be responsible for providing support services to our Global client base as well as data entry and general administrative duties to support the team. The role requires a professional approach to customer service and a desire for continuous improvement.

What you'll need to succeed
  • Respond to incoming queries via telephone and online ticketing system.
  • Contact client and internal users to investigate and confirm issues reported
  • Utilise IT systems to log, respond and update tickets.
  • Provide fixes for Incidents and Service Requests where possible
  • Coordinate appropriate escalations to wider technical teams
  • Provide regular cadence to clients in line with SLA
  • Produce reporting packs for both internal and external distribution
  • Coordinate, prioritise and assign tickets in line with SLA
  • Act as an escalation point for internal and external queries for acceleration of tickets
  • Deliver internal and external presentations of Service Levels
  • Update and maintain internal and external service documentation
  • Identifying enhancements to processes/technologies for Continuous Service Improvement.
  • Owning and implementing Support Continual Service Improvement Plans (CSIP) to further mature and improve our processes, technologies, and services
  • Understanding of the ITIL framework
  • Helpdesk/service-based role experience.
  • Call centre/sales-based role experience
  • Complaint handling experience
  • Customer service: 1 year (Preferred)
  • Administration: 1 year (Preferred)
  • Experience working with Jira
  • People focused, able to demonstrate empathy and respect towards others
  • Ability to build strong relationships based on trust and openness
  • Experience working in a high-pressured customer service role.


What you'll get in return
  • Permanent role
  • An immediate start with excellent working culture
  • Can be 100% remote

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV and email shivani.goyal@hays.com.au [mailto:shivani.goyal@hays.com.au]

LHS 297508 #2678691

Summary

Job Type
Permanent
Industry
Technology & Internet Services
Location
VIC, Melbourne CBD
Specialism
Infrastructure
Ref:
2678691

Talk to a consultant

Talk to Shivani Goyal, the specialist consultant managing this position, located in Melbourne
Level 21, 360 Collins Street

Telephone: 0399463522

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