National Response Centre Operator

Established in 1996 following the acquisition of City Elevator, TK Elevator Australia, building on the over 200 years of global engineering excellence of our German founding companies Thyssen and Krupp, install, maintain and modernize elevators and escalators in Australia. We have a strong presence in various segments, such as office, education and healthcare sectors, and are committed to making cities the best places to live by being safety and environmentally focused while fostering a strong safety culture.

Our team is seeking a motivated customer service professional with call center experience or equivalent to join our contact hub on a full-time basis. Your ordinary hours of work will be Tuesday, Wednesday, Thursday, Friday & Saturday 2:00pm– 10:00pm- WFH. Some flexibility is expected to cover additional shifts as the team’s back-up. Training is provided to the successful candidate during their first two weeks, Monday to Friday. Training hours may vary depending on operational requirements and rostered staff, so flexibility is required. You will receive comprehensive training and mentoring from a senior operator throughout this period.

Your Responsibilities:

• Answering inbound calls from clients, building managers and trapped passengers
• Making outbound calls for job follow ups and updates
• Logging and completing work orders received via E-Mail or phone
• Responding to E-Mail enquiries in a timely and professional manner
• Allocating technicians to attend lift breakdowns and emergency call outs (including trapped passengers)
• Monitoring and prioritising urgent jobs to ensure safety and complains
• Liaising with field staff and internal departments to ensure smooth coordination
• Updating job statuses and notes accurately in the system
• Providing exceptional customer service in often high-pressure situations
• Following escalation procedures for critical or unresolved issues
• Must be willing to pick up extra shifts or additional hours from time to time when needed

Your Behavioural Requirements:

• Show initiative and be pro-active
• Ability to solve problems and decision making
• Excellent interpersonal skills with impeccable communication, both verbal & written
• Strong decision-making skills
• An ability to maintain composure under pressure in a demanding environment
• Ability to follow customer issues through to resolution
• Strong organisational and time management skills and results orientation

What we offer you

At TK Elevator you will be able to extend your horizon – thanks to flexible working time models, international teams and a wide range of individual training courses. A collaborative approach and treating each other with respect have been central to what we do for more than 200 years. If that's as important to you as it is to us, then apply now!

We value diversity and therefore welcome all applications, irrespective of gender, nationality, ethnic and social background, religion and beliefs, disability, age, or sexual orientation and identity. TKE Australia is an ISO certified Company.