Total 7 customer service job vacancies in NSW - Sydney - Western Sydney & Nepean

As our Regional Customer Service and Security Manager you’ll provide effective management of assigned Customer Service & Security teams, maximising performance and ensuring the highest standards of customer satisfaction are achieved.

You’ll be responsible for ensuring consistent processes, standards, and customer delivery across the NEXTDC facilities in their assigned locations.  You’ll also act as an escalation point for all customer or security matters relating to the team and facility, modelling the view that “Customer First” is embodied in everything we do.

Customer Focus

• Ensure that all customer interactions are timely, courteous, and professional.
• Provide accurate advice, guidance and communication on service requests and incidents to NEXTDC customers and management.
• Work with NEXTDC Facilities, Customer Success, and Customer Solutions   teams around the country to deliver a seamless customer experience.
• Take ownership of complex or difficult service delivery issues and escalations, for both customers and internal matters, and ensure they are brought to a prompt and satisfactory resolution.

People Management

• Provide leadership, support and mentoring to all Customer Service and Security team members
• Provide line management for assigned Customer Service & Security Team Leaders, including:
• Conducting regular 1-on-1s
• Providing timely, constructive feedback
• Managing performance
• Supporting staff development plans and organising any training as required
• Manage the recruitment process for all required team members in the region, including liaising with People & Culture, conducting interviews, and making hiring decisions.

As the Project Director for Customer Fitout delivery, you will be responsible for providing leadership and driving a high-performing, collaborative team culture to safely deliver highly specialised data centre fitout projects which includes Hyperscale, Colocation, Infrastructure Upgrades, capacity expansion projects across NEXTDC’s existing data centre portfolio.

Reporting to the Head of Capital Works and assisting the Head of Site Development and Chief of Engineering & Design, the Project Director will have extensive experience in the construction of data centres or similar facilities, including a strong understanding of mission critical infrastructure, with a proven ability to safely deliver projects, on time, on budget, and to high quality, while achieving business case objectives.

Key Responsibilities:

• Work with the technical team to design customised solutions that meet the customer's needs while aligning with the data centre’s capabilities and infrastructure requirements for the fitout including space allocation, power density, cooling needs, and security protocols, through regular communication and meetings
• Coordinate with Customer Stakeholders to establish strong working relationships with key customer representatives and facilitate effective communication and collaboration among all stakeholders.
• Ensure Customer Satisfaction by striving to exceed customer expectations by delivering a high-quality fitout that meets or surpasses their requirements and addressing any feedback or complaints promptly.
• Provide client-side oversight and direction to the project team, to achieve the end-to-end implementation of new data centre solutions, embedding a strong safety culture, and driving operational and business improvement initiatives.
• Lead and oversee development of pre-construction planning activities including design coordination, budgeting, scheduling and procurement, including the engagement and oversight of the Principal Contractor to undertake Early Contractor involvement processes 
• Undertake the role of Principal’s Representative for the building contracts, acting as day-to-day interface with construction-related consultants and contractors for decision-making and stakeholder communications to ensure effective contract management
• Development and execution of project strategy documents, including the project controls plan, procurement strategy, communications, change management, and risk management plans to align with company goals and objectives.
• Coordinate with internal teams and external stakeholders to optimise project outcomes.
• Monitor project progress, identify risks and issues, and implement effective mitigation strategies.
• Prepare, write, and present regular project updates and reports to senior management and stakeholders.

As a Customer Success Manager at NEXTDC, you will take full ownership of ensuring our customers' success throughout their entire journey - from onboarding to project delivery, adoption, and renewal. Your key responsibilities will include: 

• Stakeholder Management: Effectively communicate and manage project stakeholders, including customers, internal teams (sales, finance, facilities, engineering) and third-party contractors to guarantee the seamless delivery of client solutions and successful project outcomes. 
• Project Coordination: Assist with the management of non-standard solution projects, overseeing pre-planning, detailed design, procurement and installation within the data centres. 
• Solution Delivery: Lead the provisioning of customer solutions, coordinating with the facilities team and external contractors and serve as the main liaison between NEXTDC and the customer's project manager to ensure all tasks are delivered on time and meet expectations. 
• Performance Reporting: Manage and deliver performance reports related to solution provisioning according to an agreed schedule or as requested by stakeholders. 
• Service Reviews: Participate in regular client service review meetings to discuss performance metrics, service improvements and process quality, ensuring continuous enhancement of service delivery. 
• Vendor Management and Procurement: Handle vendor quotes, create purchase orders, and approve invoices to ensure the smooth and efficient delivery of customer solutions.  

This opportunity will see you working with world leaders in our space. Join our journey now and be an integral part of our success. 

As our Customer Service Agent, you will provide professional and efficient first points of contact for our customers and visitors within our facilities.

Being a member of our Customer Service team, you’ll ensure a great experience in all contacts, both reactive and proactive, to achieve the best service outcomes for customers. In addition to this you’ll act as concierge for your facility; this entails coordinating the logistics and accurate documentation of deliveries.

We have two opportunities for experienced customer centric individuals to join us on a Casual basis, offering between 15-25 hours per week or as agreed with the potential to work across any of our 3 sites be it Macquarie Park and/or Artarmon. Work the hours that work for you!

To be successful in this role you’ll have:

Customer Focus

• Greet all visitors to facility in a timely, courteous, and professional manner.
• Work with internal teams around the country to deliver a seamless customer experience.
• Provide accurate advice and guidance on customer service requests and incidents.

Concierge

• Take telephone calls to facility from both internal and external customers.
• Assist with coordination of customer and company events and activities at facility.
• Conduct site inductions with visitors, in coordination with Facilities team, and scan induction paperwork.
• Conduct audits of critical facility stock and replenish levels as required on:

Support

• Provide prompt and friendly communication to customers in person, via telephone, email, and ticketing system.
• Action internal and external customer requests via all the internal request systems; email, via phone or face to face.
• Provide first level resolution where possible or escalate requests and incident to the appropriate resolver group.

As our National Customer Service & Security Manager you will be responsible for the overall leadership and management of the Customer Service & Security Team across Australia. You will lead the overall operations of the team and manage the third party contract for Security operations.

Your key responsibilities will include Management of:

People: Leading our national team of professionals who deliver lifecycle management across customer experience and service management

Relationships: Establishing and maintaining strong customer relationships, leading client service review meetings and driving ongoing service improvements

Escalations: Coordinating issue/escalation resolutions with cross-functional teams along with preparation and delivery of postmortem reviews or service improvement plans

Purchasing: Responsibility for procurement and supplier management

Operational Security contracts: Overseeing the contract and driving ongoing continuous improvement, including monitoring contract performance and compliance

As our Customer Service Agent, you will provide professional and efficient first points of contact for our customers and visitors within our facilities.

Being a member of our Customer Service team, you’ll ensure a great experience in all contacts, both reactive and proactive, to achieve the best service outcomes for customers. In addition to this you’ll act as concierge for your facility; this entails coordinating the logistics and accurate documentation of deliveries.

We have two opportunities for experienced customer centric individuals to join us on a Casual basis, offering between 15-25 hours per week or as agreed with the potential to work across any of our 3 sites be it Macquarie Park and/or Artarmon. Work the hours that work for you!

To be successful in this role you’ll have:

Customer Focus

• Greet all visitors to facility in a timely, courteous, and professional manner.
• Work with internal teams around the country to deliver a seamless customer experience.
• Provide accurate advice and guidance on customer service requests and incidents.

Concierge

• Take telephone calls to facility from both internal and external customers.
• Assist with coordination of customer and company events and activities at facility.
• Conduct site inductions with visitors, in coordination with Facilities team, and scan induction paperwork.
• Conduct audits of critical facility stock and replenish levels as required on:

Support

• Provide prompt and friendly communication to customers in person, via telephone, email, and ticketing system.
• Action internal and external customer requests via all the internal request systems; email, via phone or face to face.
• Provide first level resolution where possible or escalate requests and incident to the appropriate resolver group.

The Customer Service Manager is a critical role in our business, being the driving force of our brand promise of Security and Customer First value by managing and delivering a world class security and customer experience. As the Customer Service Manager you will be on the ground managing the day-to-day operations of our Customer Service teams in multiple sites.  In Sydney we currently have three sites (Macquarie Park and Artarmon)

You will work collaboratively with your team and stakeholders across the wider business to create an environment that promotes continuous improvement in security, the customer experience and operational excellence.

In this role you will not only be a manager but a leader and mentor to your team members by empowering them to be the best that they can be. You will also manage all recruitment, training and performance management activities for your teams.

This is an initial 12 month Fixed Term position.