Do you have a passion for providing great service and interacting with a diverse range of people in a call centre environment?

We are seeking an experienced Customer Service Representative to join Sodexo’s Australian Command Centre working from our Regional Support Centre in Balcatta on a 12-month max-term contract. This is a full-time role on a rotating roster, working alternating weeks of 5 x 8-hour shifts and 4 x 10-hour shifts, between the hours of 5:00AM to 9:00PM, including every other weekend. The Command Centre operates 24/7 365 days a year therefore, successful candidates must be able to support the roster requirements. 

Who are we looking for?   

A people focused team player who thrives in a fast-paced environment handling high volumes of phone calls and lodging requests for our integrated teams to resolve on Site. You will enjoy interacting with customers, trouble shooting and providing information and advice based on defined processes.  

Ideally you will have experience using multiple systems as you manage work requests, from receiving a service request to closing a work order. You will demonstrate exceptional communication skills. Training to develop your knowledge on a broad range of services across a variety of contracts will be provided.  

Specific duties will include: 

• Answering high volumes of incoming calls in line with Service Level Agreements
• Communicating with customers clearly and concisely and providing excellent service, whilst effectively managing expectations 
• Triaging and processing service requests received via digital channels and generating work orders to be actioned on site
• Liaising with internal Sodexo employees and third-party vendors to schedule works and discuss escalations
• Managing critical and priority requests with urgency and effectiveness
• Consistently achieving individual performance targets and contributing to team success
• Reporting and general administrative support where required

You will have experience using Customer Request Management (CRM) systems and delivering excellent service to a range of customers. Ability to prioritise, work autonomously, demonstrate critical thinking, and capture detail will be essential. You will effectively use resources and Scripting to deliver consistent service. Willingness to work a flexible roster schedule across a 7-day week including public holidays. 

Ability to professionally liaise with customers, stakeholders, clients, and vendors, coupled with a willingness to learn and continually improve/develop your own performance. You will have excellent verbal and written communication skills and a high level of accuracy and attention to detail. 
We are seeking someone with a positive attitude and motivation to be part of a high performing, friendly team. 

Why choose Sodexo?   

Sodexo is a people business, employing over 400,000 people worldwide and thousands in Australia. Our employees, who personify Sodexo's unique values of Service Spirit, Team Spirit and Spirit of Progress, are our greatest asset through their commitment and dedication.    

Working with Sodexo is more than a job; it’s a chance to be part of something greater because we believe our everyday actions have a big impact. With us, you belong in a company that allows you to act with purpose and thrive in your own way. We are always looking for people to join our team and help us create a lasting impact on individuals, society, and the planet. 

At Sodexo, we are a proud Equal Opportunity Employer and encourage applications from all applicants regardless of age, race, sex, ethnicity, religion and beliefs and people with disabilities.    

We offer a competitive salary, many development opportunities and an outstanding benefits and recognition program!  

How to apply?   

If you are interested in joining the Sodexo team and meet the minimum criteria outlined above, please apply with your resume detailing relevant employment experience and availability.    

One of our friendly recruiters will contact shortlisted candidates for a phone interview. This will also be your opportunity to ask any questions you may have.   

Submit your application today and become part of the Sodexo family!