Administrator (Service Facilitator) Role

Service Facilitator Responsibilities: 

  1. Answer incoming calls made to our 1300 lines and direct their enquiries as required.
  2. Facilitate the end-to-end service processes for both reactive service and planned maintenance.
    1. Communicate with customers and end users to triage issues and collect other key information.
    2. Open jobs in customized job management system.
    3. Book attendance in with service technicians    - Facilitate the sourcing of parts as required.
    4. Follow up through to completion of job in order to achieve client specific KPI’s.
      1. Review technician time and materials recorded on job to ensure it is accurate, fair and reasonable.
      2. Keep all job information accurate and up to date.
  3. Maintain clear written communication in all job notes and emails.
  4. Provide backup support to the rest of the service department as required.
  5. Assist billing department with their invoicing queries to ensure accuracy and profitability.
  6. Liaise with internal and external stakeholders as required. 

Ideal candidates should possess the following skills:

  1. Experience in a service facilitation role, including taking calls and organizing technicians.
  2. Experience working in the food and beverage industry, including good knowledge of commercial kitchen equipment.
  3. Excellent customer service skills.
  4. Strong communications skills – written / verbal / telephony.
  5. Strong computer literacy - MS Office.
  6. A team player who is flexible and willing to assist others.
  7. A reliable and honest person.

Location: Sydney, NSW

Work Type: Full-Time, Office Based

Salary Package: 50k

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