Customer Services Coordinator

RMIT International University Vietnam (RMIT Vietnam)

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 14/08/2023

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Overview:

RMIT VIETNAM

, an entity of RMIT University, has campuses in Ho Chi Minh City and Hanoi since 2001. We provide internationally recognised, high-quality, education and professional training for students, clients and the community, and assist in the development of human resources capability in Vietnam and the region by hosting students from Australia and many other countries.

POSITION SUMMARY

Property Services team has the responsibility to operate, maintain and enhance the buildings owned by RMIT University, oversee construction projects and ensure the provision of physical facilities services. Property Services consists of the following business units:

• Projects

• Facilities Management

• Planning & Asset Utilisation

• Business Administration

The Customer Services coordinator is responsible for overseeing the Property Services Help Desk Hotline, first contact point for all RMIT stakeholders with Property Services. This position will ensure that the operation of the Help desk is efficient, effective and acts as the primary interface to the property services requests for Property Services team.

CULTURE

Our Values inspire us, wherever we are in the world, and guide how we live and work together.

Imagination. Agility. Courage. Passion. Impact. Inclusion.

What unites us is our purpose and our values; they are at the heart of who we are, what we stand for, how we make decisions and connect with each other. Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.

KEY ACCOUNTIBILITIES

Act as first-point of contact by telephone, email and face to face with all staff, inquirers, stakeholders and vendors on behalf of Property Services related matters and managing the same in a highly professional customer service approach.
Interact with internal and external clients and customers and address issues raised.
Distribute requests and queries to appropriate team members in the Directorate and subsequently follow up on the status of requests and complaints.
Manage resolution of requests, queries and complaints in the first instance and in accordance with RMIT VN's policies, procedures and guidelines.
Communicate with inquirers, stakeholders and vendors in the event that the resolution of issues at hand becomes protracted.
Mange the Ticketing, Archibus systems to ensure the effective turnaround, the resolution of tickets received and carry out weekly analysis of turnaround times and customer satisfaction.
Ensure all enquiries are closed out properly in a timely manner and that the loop has been closed effectively by team members managing them.
Ensure probity and integrity in all dealings with staff, students, stakeholders, clients and inquirers.
Coordinate with key stakeholders to conduct Post Occupancy Evaluation surveys in consultation with Managers in Property Services team
Carry out regular Ticketing system reports to Direct Line Manager as required
Be on-duty for answering calls to Property Services' Hotline on weekends (not required to be on-site, approx. 4 days/ month)
Any other duties as assigned by Direct Line Manager.

OUR REQUIREMENTS

Tertiary qualification in related field or equivalent education and/or experience
Demonstrated skills to handle complaints and demanding customers
Excellent customer service approach.
Excellent IT skills
Well-developed interpersonal skills, including negotiation, liaison and prioritisation skills
At least three -year work experience.
Ability to display appropriate behaviours in line with the position, as per the RMIT Behavioural Capability Framework (Connectedness, Commitment to Excellence - Improve and Simplify; Imagination and Innovation; Impact; Inclusion; Agility).

BENEFITS

Competitive gross salary starting from 17,325,000 VND (plus allowances) depending on proven track record in meeting all the key selection criteria.
13th month bonus + private medical insurance (for you and your dependents) + annual health check.
20 days annual leave plus 5 days paid leave Xmas closure, plus public holidays and paid sick leave.
Free use of onsite gym
Library on campus and online - access to RMIT Australia online library

FURTHER INFO

English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS (General) with a score of at least 5.5 (or equivalent, as outlined in the Recruitment, Selection and Onboarding Guidelines).

HOW TO APPLY

Please submit your CV, covering letter, and qualifications by clicking on the 'Apply' link below.

Applications Close:

26 thg 7 2023 11.59 pm

RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University. RMIT Vietnam is creating an innovative research, teaching and learning culture. We are committed to providing internationally recognised high-quality education and professional training for our students, clients and members of the community. As an internationally recognised Australian university based in Asia, RMIT Vietnam is assisting in the development of human resources capability in Vietnam and the region.

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Thông tin chung

Ngày hết hạn: 14/08/2023
Thu nhập: starting from 17,325,000

Giới thiệu công ty Xem trang công ty

Đại học RMIT Việt Nam là chi nhánh tại châu Á của Đại học RMIT (đặt tại Melbourne) (link is external) - trường đại học lớn nhất của Úc. Trường giảng dạy các chương trình kinh doanh, kỹ thuật, và thiết kế, đồng thời tổ chức hàng loạt hoạt động ngoại khóa ấn tượng nhằm khuyến khích sinh viên mở rộng ...

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