Customer And Service Coordinator

Position Summary

The Customer & Service Coordinator serves as the first point of contact for all inquiries related to Property Services. The role is critical in delivering a professional and responsive customer experience, managing service requests, and coordinating with internal teams and external vendors. The incumbent plays a key role in ensuring service quality, vendor compliance, and continuous improvement in customer satisfaction.

Key Accountabilities

Customer Services

• 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.

• Distribute requests and queries to appropriate team members in the Directorate and subsequently follow up on the status of requests and complaints.

• Communicate with inquirers, stakeholders and vendors in the event that the resolution of issues at hand becomes protracted.

• Manage the Service Now 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.

• Be on-call to answer Property Services’ Hotline on weekends (not required to be on-site, approx. 4 days/ month)

Service Management

• Manage food vendors’ performance and provide feedback on their performance to ensure that the food services are in high quality and coordinate closely with OH&S in supervising vendors on food hygiene.

• Collaborate with the Legal, Finance and Procurement, to prepare contracts for all renewal and sourcing new service providers when required.

• Other duties commensurate with the scope of the role

• Tertiary qu

Yêu cầu công việc

• Tertiary qualification in related field or equivalent education and/or experience

• At least 2 years of work experience in property management environment

• Demonstrated skills to handle complaints and demanding customers

• Excellent customer service approach.

• Well-developed interpersonal skills, including negotiation, liaison and prioritisation skills

• Experience in managing stakeholder and vendors performance.

• Ability to display appropriate behaviours in line with the position, RMIT Values and RMIT Leadership Model.

HOW TO APPLY

To be considered for this role, it is mandatory to submit both a resume and a cover letter. Please click on the 'Apply' link provided in this Job Ads to initiate the application process.

Please note that we will be running a rolling recruitment process, so please apply as soon as possible.

COMPLIANCE REQUIREMENTS

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).

Further guidance will be provided during the recruitment process.

RMIT UNIVERSITY COMMITMENT

RMIT is committed to the rights of students and staff to be safe, respected, valued, and treated as an equal in their place of study and work. All staff are expected to share this commitment and contribute to a safer community. While carrying out their role, staff are in a position of trust with students. Staff have a duty of care to report wellbeing concerns about students through the designated channels and uphold the code of conduct. RMIT Vietnam expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working.

IMPORTANT NOTICE:

Please ensure that your application is submitted through our Workday system on the RMIT Careers page. We do not accept applications through other means.

RMIT Vietnam will never request any fees or payments during the application process. Be vigilant about scams asking for payment to apply.

Quyền lợi

• Chăm sóc sức khoẻ: Private Health insurance for you and your family, plus Personal Accident Insurance