Customer Service Officer

We are seeking energetic, self-motivated, driven, and passionate Customer Service Officers to add value to the ICS business through the provision of proactive and customer focused service based at Melbourne Airport. This is an office-based role with no work from home option.

As a Customer Service Officer at the Melbourne Airport Faults Line helpdesk, you will:

• Ensure that smooth operations across various airport functions are maintained.
• Provide exceptional support via email and telephone.
• Address all enquiries in a timely manner and maintain positive customer experience.

You will be responsible for CUSTOMER SUPPORT at all levels by providing hands-on proactive assistance and guidance with the following:

• Handle inbound, outbound phone calls and emails assisting airport staff, contractors and passengers.
• Responsible for logging, scheduling, and prioritising maintenance jobs efficiently ensuring smooth operations across various airport functions are maintained.
• Ability to identify, research and troubleshoot problems and promptly provide optimal resolution.
• Maintain positive relationship with all stakeholders.
• Follow up on reported issues and ensure resolution is achieved in a timely manner.
• Accurately input data into relevant systems.

Skills and Qualifications:

• Preferably a minimum of 2 years’ experience in contact centre or aviation environment. This can be obtained during training on the job however previous airport experience would be highly favourable.
• Proficiency in using Microsoft Dynamics 365 will be highly desirable.
• Ability to obtain an Aviation Security Identification Card (ASIC) and pass a Police Check.
• Full working right in Australia with no restrictions.

What’s on offer:

• 1 x Permanent Part-Time (Monday’s 7am-12pm) with the availability to pick up additional shifts on an ad-hoc basis.
• 2 x Casual positions available between 6am-midnight (weekdays) and 6am-5pm (weekends).
• Morning / Day / Afternoon / Night shifts - Monday to Sunday, 365 days a year.
• Convenient location at Melbourne Airport.
• On-site parking provided.
• Joining a supportive and collaborative team.

To ensure your success in this role you will have an eye for detail, be proficient with Microsoft packages, have the propensity to follow things through to completion and have the ability to work autonomously.