Customer Service Coordinator

Overview

Assist customers via phone/email, resolve issues, log tasks, meet SLA standards.

Key Responsibilities

• emergency response
• task management
• stakeholder comm
• escalation
• safety compliance
• quality assurance

Tasks

-In rare emergency situations, you will remain calm and reassure the caller that you are taking ownership. You will ensure the task is created, assigned, and that an update on the ETA is provided. This information must be handed over to the next shift and/or the relevant manager as required. -Maintains clear communication with all stakeholders. -Escalates performance issues or complaint information to the line manager to ensure awareness of current issues. -Safety and Security – Observes safety and security procedures; reports unsafe conditions; uses equipment appropriately; complies with all health and safety legislation. -Training – To ensure colleagues remain up to date and engaged, and to fulfil our obligations as a responsible business, you will be required to participate in training courses. These are part of your role and must be completed in a timely manner. -Quality - Demonstrates accuracy and thoroughness; seeks ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. -Ensures the team adheres to Service Desk guidelines and Health and Safety requirements.

Requirements

• service desk
• customer service
• ms excel
• communication
• problem solving
• teamwork

What You Bring

-Approachable with a strong people focus. -Customer service experience gained in a Service Desk environment. -Motivation – Excels in customer service; demonstrates persistence and overcomes obstacles. Teamwork – Balances team and individual responsibilities; contributes to building a positive team spirit; supports everyone’s efforts to succeed; shares knowledge with colleagues and external stakeholders. -Ability to work independently while remaining a strong team player. -Client liaison skills that support FM24 objectives and service delivery. -Flexible and well-organized approach. -Professionalism – Approaches others tactfully; reacts well under pressure; treats others with respect and consideration regardless of status or position; accepts responsibility for actions; follows through on commitments. -Dependability – Follows agreed processes and procedures; escalates when necessary; responds to management direction; takes responsibility for actions; keeps commitments; completes tasks on time and keeps stakeholders informed. -Effective organizational skills. -Strong decision-making ability. -Ability to remain objective under pressure. -Adaptability – Adjusts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; handles frequent change or unexpected events effectively. -Excellent time management to achieve Service Desk objectives. -Excellent communication skills (written and verbal) to ensure messages are clear and understood. -Proficiency in Microsoft Office, particularly MS Excel. -Proactive decision-maker. -Problem Solving – Resolves problems or complaints; handles queries within own knowledge and experience; makes appropriate decisions about when to escalate issues. -Conscientious approach to customer delivery. -Communication - Writes clearly and informatively; edits work for spelling and grammar; reads and interprets written information; interacts effectively with customers, clients, supply chain partners, and colleagues. -A trusted and reliable communicator.

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About Macro

-Operates globally from Melbourne HQ, investing across transport, utilities, specialist financing, and equity sectors. -Focuses on large-scale infrastructure terminals and industrial platform acquisitions with long-term, institutional-grade strategies.

Sector Specialisms