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Customer Support Coordinator

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Date: 10-Feb-2021

Location: Parramatta, NSW, AU, 2150

Company: Ventia

Ventia is an operations, maintenance and construction services organisation, operating globally in the resources, energy, industrial, infrastructure, rail, property and defence sectors. This is a diverse and growing business offering the training, opportunities and support you need to begin and build a successful career.


Your Role:

The National Contact and Coordination Centre in Parramatta is a centralised hub that co-ordinates all activities for the internal and external contracts that sit within the Ventia banner. The centre operates 24 hour / 7 day a week, 365 days a year.

Reporting to the Supervisor Customer Support, you will be responsible for providing a high level of customer service to all stakeholders and ensure best practice is carried out at all times.

Your duties:

  • Respond professionally to high volume inbound calls from a range of customers, that may be from a low socio-economic background
  • Monitor and take appropriate actions to ensure work orders are completed within contractual service level agreements
  • Maintain and update various databases, spread sheets and documents
  • Identify and escalate priority cases including high level complaints


What’s on offer?

  • Full time & Part time permanent positions 
  • Mostly day shifts available: 8am-4pm, 9am-5pm & 10am-6pm
  • Day shift: $24.39/hr, Afternoon shift: $28.05p/hr, Night shift: $31.71p/hr
  • Overtime available to earn extra $$
  • Convenient Parramatta location 
  • Work from home option (on rotating roster-cannot work from home full time)
  • Meaningful work, impacting people 
  • Diverse, dynamic and vibrant office
  • Extensive classroom style training to set you up for success
  • Ongoing support and mentoring from your Supervisor


What we are looking for:

Ideally you'll have experience in a customer service based role preferably working in a contact centre/customer service environment or have experience working in insurance, banking or government. As this role is mostly phone based, it is a given that you possess exceptional customer service skills, coupled with thorough problem solving skills. As you'll be dealing with difficult customers, you'll need to have the right balance of assertiveness, empathy & resilience to be successful. You’ll be using multiple complex systems and computer screens, and therefore must embody sound computer skills with the ability to pick up new systems quickly.

Above all, we are looking for people who genuinely care about their customers and want to make a positive impact on other people’s lives. If your values align with this and you thrive being in a busy and diverse workplace, then we want to meet you!

You must have valid working rights in Australia to be eligible for this role.
If successful, you must be comfortable completing a workplace medical assessment & reference checks. 


We acknowledge the importance of our people’s diverse experiences, talents and cultures that they bring to work with them each day. The creation of a Diverse and Inclusive workforce is central to our ability to unlock potential and create a high-performance business. Ventia has an ongoing commitment to Aboriginal and Torres Strait Islander people through our Elevated Reconciliation Action Plan.

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