Job Description
The Helpdesk Coordinator provides exceptional service and support for Cleancorp team and delivers a high level of service for our clients around Australia.
This role is often the first point of contact providing welcoming, professional and responsive service.
Contributing to the effective day-to-day operations by supporting the operations and compliance teams, this role is a critical conduit to ensure our business runs smoothly.
Job Title
-
Helpdesk Coordinator
Work Schedule
- Mid Shift
Job Qualifications/Requirements
- Excellent written and spoken English.
- Experience in a service industry managing a varied workload with multiple priorities and strong customer focus and administrative support an advantage.
- Advanced use CRM systems (ideally Salesforce).
- Advanced working knowledge of MS Office (particularly Excel).
- Ability to navigate SharePoint.
- Advanced analytical skills, with the ability to source data from multiple sources and convert into a streamlined report.
Job Responsibilities
- Answer phones and respond to emails for the Cleancorp
Customer Service Managers – providing friendly and professional
service to our clients and our service partners at all times. - Monitor customer satisfaction when speaking with clients
proactively seeking feedback. - Assist service partners with information and administrative
support, directing their requests appropriately and ensuring they
have the correct information to deliver on their goals. - Facilitate the on boarding of cleaning operatives to new sites.
- Ensure all client data is up to date, populated accurately and
maintained in all systems. - Manage complaints and resolution and escalate when needed.
- Manage Swept data for each CSM’s portfolio of sites.
- Produce monthly reports for each CSM’s portfolio of sites.
- Support the operations team with administration, data entry and
scheduling assistance to ensure all cleaning operatives have the
right information to do their job well, and all CSM’s are assisted
with their inbound/outbound communications to clients, to
service partners, to ensure each CSM is able to wholly focus on
customer facing interactions and minimise their need for any
administrative duties. - Monitor SWEPT system to identify short shifts and off-site
logins/out and highlight any issues for the CSM’s portfolios,
ensuring their portfolio is operating optimally from a time and
attendance perspective, their JSEA’s are up to date, and should
there be any areas that this is not happening, bring it to the
attention of the service partner and/or the CSM. - Ensure proper recording, documentation and closure of queries.
- Prepare client reports and distribute.
- Use data to identify trends and patterns across all contracts, with
responsibility for the analysis of business improvement areas
including identifying root cause and providing recommendations
for corrective actions. - Maintain high quality standards and log non-conformances in the
Track system. - Record and distribute minutes during weekly meetings and track
and monitor completion of action items. - Generate reports across multiple systems and cross check data,
updating where needed. - Support the CSM team for administration, data entry and
scheduling assistance answering incoming emails to ensure a
high level of service is delivered to clients. - Ensure that each CSM spends the least amount of time on
administrative tasks, and the majority of their time on their
highest impact producing activities which are in person customer
visits and upsells.
Good luck and God Bless!