Job Description
The ANZ Helpdesk Coordinator plays a pivotal role in delivering exceptional service and support to Cleancorp’s team and clients, particularly ISS/ANZ Bank across Australia. This role serves as the primary point of contact, ensuring professional, responsive assistance and contributing to the seamless functioning of our business operations.
Job Title
- Helpdesk Coordinator
Work Schedule
- Dayshift
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.
- The ability to analyse, understand and present data in its simplest form and convert into sound commercial insights.
- Curious and learning mindset with the ability to ask questions to understand in order to deliver a story opposed to solely data.
- Deliver outstanding service to both internal and external customers.
- Ensure 100% data accuracy across all systems, addressing any discrepancies promptly.
- Provide comprehensive support to operations and sales functions, contributing to exceptional customer experiences.
Job Responsibilities
- Provide exceptional service via phone and email to ANZ bank branch staff and ISS Australia, addressing inquiries and concerns promptly.
- Proactively gather and monitor customer feedback to ensure high satisfaction levels.
- Assist service partners with information and administrative support, guiding them towards successful outcomes.
- Facilitate the onboarding process for cleaning operatives at new sites and ensure accurate client data management.
- Manage complaints and escalations effectively, striving for timely resolution.
- Offer key commercial insights and data analysis to support business initiatives and sales strategies.
- Provide analytical support to the sales team, identifying opportunities based on market trends and competitor analysis.
- Develop and maintain sales performance reports, forecasts, and pipeline management tools.
- Collaborate with the sales team to identify and pursue new opportunities, ensuring accurate client setup in systems.
- Assist the operations team with administrative tasks, data entry, and scheduling to optimize cleaning operations.
- Monitor and manage the SWEPT system, identifying and addressing operational issues promptly.
- Ensure accurate recording, documentation, and closure of queries, maintaining high-quality standards.
- Generate and distribute client reports, analyzing contract performance and identifying improvement areas.
- Uphold high standards of quality and log non-conformances in the Track system.
- Record meeting minutes, track action items, and ensure timely completion.
- Generate and cross-check reports across multiple systems, providing backup support for administrative tasks and customer inquiries.
Good luck and God Bless!