Customer Support Coordinator

The Role
We’re looking for a passionate Customer Support Coordinator to join our Ventia Operations Centre (VOC) team in Adelaide, supporting the Across Government Facilities Management Arrangement (AGFMA) for the Government of South Australia.

Ventia's Operations Centre (VOC) provides inbound and outbound customer service, technical resolution management, critical incident management, work order management, triage, live subcontractor management, planning, and scheduling of work services. 

The is a permeant full-time role, Monday – Friday. Shifts may vary from: 8:00am - 4:00pm,  9:00am - 5:00pm or 10:00am - 6:00pm. You’ll be based in our Adelaide CBD office on Wakefield Street. The VOC phone lines are open from 6:50am until 6:30pm.

Benefits

• Permanent full-time role. 
• Inclusive and diverse team environment. 
• Career progression opportunities. 
• VenPerks – Ventia rewards platform. 

Your responsibilities will include but are not limited to:

• Answer inbound calls. Determine the nature of the customer or clients request using effective questioning and take the appropriate action based on the contract guidelines.
• Triage incoming calls and emails based on their level of urgency.  
• Provide excellent customer service to all stakeholders and ensure the customers queries are answered.
• Provide clear, concise and accurate information relating to work requirements to clients, contractors and customers. 
• Create work orders and ensure they’re processed in a timely manner. 
• Understand business requirements, contract SLA's, key performance metrics and ensure they’re adhered to. 

About you

• Proven ability to meet high-volume KPIs (key performance indicators) and AHT (average handling time) targets.
• Confident in handling objections and building rapport quickly.
• Flexible with shifts, including overtime, holidays, and peak periods.
• Strong attention to detail and customer service skills.
• Clear communicator (both written and verbal) with active listening skills.
• Team player with effective time management and multitasking abilities. 

About Ventia
Ventia is a leading infrastructure services company, operating across Australia and New Zealand. Our clients are the owners and operators of assets that are critical to our local communities. We pride ourselves on working smart, safely and sustainably, harnessing the latest technologies and brightest minds. With a diverse and proud heritage, we have a track record of delivering essential services to the communities in which we operate. 

Diversity
Ventia is enriched by the diverse experiences, talents and cultures that our people bring to the organisation, while celebrating and respecting the communities we operate in. We are committed to providing a safe and positive environment that provides equal opportunities for individuals of all backgrounds, including Aboriginal and Torres Strait Islander people, LGTBQI+, Women, Veterans and spouses and people with disabilities.

To Apply
Click Apply and forward your CV along with a cover letter outlining your experience. 
Position Reference Number: 161712