Total 2,302 customer service job vacancies in VIC - Melbourne - South East

We are looking for a Manager, IT Service Delivery, ETS to be based in foodpanda Malaysia, at Bangsar South, Kuala Lumpur. In this role, you will own and enhance the foodpanda employee IT experience while leading a dedicated team to ensure seamless tech operations, optimizing processes, and supporting business continuity across one of our dynamic markets.

Duties and Responsibilities:
IT Service Delivery:

• Owns the foodpanda employee IT experience in one market (typically less than 500 users), ensuring that KPIs, SLAs and CSAT targets are constantly met for the team and oneself.
• Ensures all users are equipped with the most effective company technology and Internet connectivity, and continually assesses needs and requirements based on IT global/regional standards, guidelines and policies.
• Lead, guide and be actively involved in organising support, troubleshooting, and repair for IT equipment and networks of complex issues.
• Has a thorough understanding of local culture and actively seeking how technology enables the business to operate more efficiently.
• Develop and maintain continuity plans to address local business continuity under the guidance of one’s manager.
• Consistently seeks opportunities to streamline processes/procedures and work with respective stakeholders to initiate and implement these improvements within their market domain.
• Prepare and maintain comprehensive documentation including, Standard Operating Procedures (SOPs), and knowledge-base articles.
• Business travel may be required within local markets.

Team Coordination and Management:

• Manages and guides a small team of IT support staff in one market, including education, training and career development.
• Set clear performance goals, conduct regular performance evaluations, 1 to 1 catch-up meetings and support career development for team members.
• Actively work with and mentor the team to help them achieve the team's KPIs.
• Foster a culture of teamwork, knowledge sharing, and continuous improvement within the local IT teams.
• Coordinates training and orientation for new IT employees to enable them to become productive upon onboarding

Budgeting and Resource Allocation:

• Manages departmental budget and tracks spending on equipment and staff under the guidance of senior manager. When necessary, assist in developing the IT budget.
• Monitor and control IT expenditures within the assigned budget limits.

Incident and Problem Management:

• Own the end-to-end process of resolution of IT incidents and problems to meet defined service level agreements (SLAs) and minimise business disruptions.
• Ensure timely communication with affected parties.

IT Project Management:

• Project Management experience with office builds and end-to-end infrastructure implementations. Guidance from senior managers would be needed for more complex situations.
• Ensure project timelines, budgets, and objectives are met while adhering to quality standards.

Vendor Management & Procurement:

• Follow the internal procurement process/policies/guidelines and work with your manager and local procurement for all procurement needs within your domain/scope. Proper segregation of duties between procurement and IT. .ie., procurement is responsible for all procurement processes (e.g. pricing, terms and conditions, etc) while IT will be responsible for the technical requirements.
• Establishes relationships with technology and equipment vendors within your domain.
• Ensure local vendor delivery based on contract/purchase order.

IT Governance and Compliance:

• Understand and ensure adherence to IT policies, procedures, and security standards for self and team.
• Works with Regional and Global InfoSec teams on promoting IT security awareness in-country, and taking appropriate steps to address security incidents, if necessary
• Collaborate with internal and external audit teams to fulfil IT-related audit requirements.

Stakeholder Engagement:

• Build and maintain strong relationships with business stakeholders within your scope/domain.
• Conduct regular meetings to understand their IT needs and work with your manager to align IT services accordingly

• Job Title - Customer Services and Dispatch Agent
• Location - Polegate plus home based as agreed.
• Salary - £23,500 - £24,000 p/a
• Hours - Monday - Friday 09.00am - 5.30pm OR 08.30am - 5.00pm.

HRGO Recruitment are looking for a Customer Services and Dispatch Agent. This role reports to the UK Operations Services Manager within the Group Operations Team.

The role holder will be expected to provide 1st line support, information and updates to our customers, managers, internal departments, and any other relevant stake holders, whilst going the extra mile to present all customers with a world class customer service experience.

The role holder will also be expected to ensure the correct and accurate scheduling of all reactive breakdowns, decommissions, installs or other such works agreed between the company and the customer.

Finally, the role holder will be expected to complete administration tasks for all sectors of the business which will include but not limited to the booking of accommodation and travel for all the company staff and updating all staff schedules and relevant spreadsheets.

The role holder needs to be a team player with a flexible attitude, as they will form part of a small team within the wider operational team, and during periods of high absence may be required to cover other responsibilities or tasks.

Key responsibilities

• Always provide excellent Customer Service.
• Accurately input information onto the service management system.
• Raise customer quotes as appropriate and obtain purchase orders from customers for chargeable jobs.
• Regularly check progression of jobs to ensure we achieve service level agreements.
• Provide phone support to engineers in the field.
• Actively work towards Department KPI's and achieving company goals.
• Comply with the company's business procedures (ISO).
• Log information in to external customers portals as required.
• Monitor and manage all mailboxes as required.
• Scheduling and allocation of engineer's work in the most efficient way and ensuring the correct skill levels are used whilst complying with the company's H&S policies.
• Travel arrangements and hotel accommodation booking, ensuring good practices are maintained regarding costs.
• Raise job numbers for service installs and future planned work and updating the company database.
• Ensure all spreadsheets are kept up to date with machine details, changes of address, etc.
• Contact with Engineers to inform them of the allocated work for the following week.
• Maintain constant feedback to Team Leader to ensure schedule of work is carried out effectively and issues raised.

Knowledge, Skills & Experience:

• Good interpersonal relationship skills.
• Excellent Customer Service skills with proven experience.
• Computer literature with full Microsoft package skills, database experience preferred.
• Good geographical knowledge.
• Must be a team player and flexible.
• Effectively multi-task and prioritise their workload.
• Proactive and able to "look outside the box" essential.
• Have a high level of accuracy and attention to detail.
• Have a positive 'can-do' attitude.

Please click apply now and a consultant from the Eastbourne Branch will be in contact