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Customer Service Coordinator - IT Helpdesk

Location:

Macquarie Park - New South Wales - Australia

Function:

Customer Service/Support

Ref #:

2019000040
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Description

Effectively overseeing the case management for all incoming support related customer cases, managing direct reports and ensuring that their Customer Service skills grow and they learn with every interaction.

Responsibilities:

• Handle difficult customer incidents where the customer complexity, issue, or temperature is high or escalated
• Assist in implementing changes in policies and procedures by outlining the benefits and supporting decisions
• Proactively seek opportunities for improvements and efficiencies
• Working closely with Customer Service staff to enhance overall performance. Analysing performance, highlighting problem areas, implementing projects for improvements
• Manage all incoming cases logged into Support for action to ensure high quality service delivery
• Work with the Support Coordinators to ensure accurate, concise and adequate data capture for all incoming Support cases. Provide them with guidance and direction on how to action any unclear or unusual case requests
• Utilise Interactive Client telephone system ensuring prompt call answering and call routing
• Utilise Salesforce application to enter call data for case creation, and review and update site and contact records for data integrity
• Process online support requests via Kronos Community
• Sustain a broad overview of the Kronos product suite for accurate call dispatching. Maintain comprehensive knowledge of all support entitlements for accurate call dispatching
• Provide first-line support for customer access issues related to the Kronos Community
• Assigned projects include data entry in Salesforce, Customer Satisfaction survey follow-up where Net Promoter Scores are low, and a variety of drop off projects from KGS Management

Qualifications

Qualifications to include:

• 3+ years customer service experience in a call center environment
• Proven leadership experience with team dynamics and job responsibilities
• Exhibits an energetic and positive influence
• Has an excellent understanding of KGS overall product teams and procedures and applies this knowledge to manage customer issues
• Proven ability to understand and drive customer satisfaction key motivators

#LI-PRIORITY

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.