Service Connect Advisor in Melbourne

Based at Melbourne CBD campus and the potential to work across other RMIT Campus as required.

Why join RMIT?

At RMIT, we're connected to industry and focused on preparing students for the future of work.

As a casual educator, you'll enjoy flexible teaching opportunities while making a real impact on students, industry and the wider community.

About the role

The Service Connect Advisor will provide frontline customer service and support for routine enquiries within established procedures and knowledge resources.

The primary objective is to resolve enquiries at the first point of contact where possible, while providing a high level of customer service across all contact channels.

The Advisor will take ownership of customer enquiries, provide clear and accurate information, and refer matters requiring further assistance to senior team members or the appropriate resolver group.

The role will involve fact-finding, completing standard service requests, recording accurate information and contributing to the resolution of more difficult enquiries under guidance.

The Advisor will identify and report knowledge gaps, unclear procedures and difficult or non-standard issues to senior team members.

Please note: there may also be a requirement to work staggered start times depending on business requirements to cover the University core support hours.

• Reporting Line: Service Connect Team Lead
• Engagement Type

This role is engaged on a casual, as-required basis. There is no guarantee of ongoing or regular work. Hours will vary depending on operational requirements.

Key Selection Criteria

• 1. Demonstrated customer service experience delivering professional support services in a customer service, contact centre, help desk, administration or similar environment.
• 2. A strong customer-centric mindset and commitment to providing respectful, timely and helpful service.
• 3. Demonstrated ability to clarify customer needs, gather relevant information and follow established procedures to support appropriate outcomes.
• 4. Demonstrated ability to provide accurate and timely information through multiple customer contact channels.
• 5. Demonstrated ability to recognise matters requiring additional assistance and escal…
• 6. Demonstrated ability to report knowledge gaps, unclear procedures and difficult or non-standard issues to senior team members.
• 7. Demonstrated ability to work collaboratively with colleagues and stakeholders to support a consistent customer experience.
• 8. Demonstrated ability to work with minimal supervision in a fast-paced environment and prioritise multiple tasks within required timeframes.
• 9. Strong problem-solving, interpersonal and written and verbal communication skills across multiple mediums, including telephone, ticketing tools and web chat.
• 10. Demonstrated ability to use a range of computer applications and to quickly learn new technologies and systems.

Desirable

• 1. Experience in an IT service desk, contact centre, university or large, complex organisation.
• 2. Experience using Service Now, Workday, ADP Payroll or similar service management and enterprise systems.
• 3. Knowledge of IT service management principles and customer support processes.

For further information about this position, please contact Rachel Ledgerwood via email ***************@rmit. edu. au

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