Customer Service Officer

Description:

About RMIT

RMIT is a multi-sector university of technology, design and enterprise with more than 95,000 students and 10,000 staff globally. RMIT offers postgraduate, undergraduate, vocational education and online programs to provide students with a variety of work-relevant pathways.

Our purpose is to offer life-changing experiences for our students, and to help shape the world with research, innovation, teaching and industry engagement. With strong industry connections forged over 130 years, collaboration with industry remains integral to RMIT’s leadership in education, applied and innovative research, and to the development of highly skilled, globally focused graduates.

About the Procurement Team

Procurement is a small but focused group reporting directly to the Chief Operating Officer and Vice-President Resources. The role of Procurement is to review sourcing and procurement options across the university based on an expenditure on goods and services of ~$500M. Key issues the team addressed are:

• Identifying cost improvement initiatives across the university spend

• Rationalising supplier base

• Negotiating and establishing major RMIT group contracts based on combined purchasing power

• Enabling the procurement process and policies through both systems and controls

• Using and leveraging group contracts to provide savings

About the Role

The Customer Service Officer will work within the Procurement Connect team as the first point of contact for Procurement . The rol e will include

• Responding to and acting on ServiceNow tickets

• Answering phone calls from internal and external parties

• Checking new supplier requests for completeness and appropriateness, and making appropriate referrals or correspondence as required

• Updating the internal database to reflect work done in order to ensure accurate reporting

Key Selection Criteria

• Demonstrated experience in using ServiceNow.

• Ability to work in a flexible team environment with workload allocation and rotation as required in order to balanc e demand for services.

• Keen ability to learn new processes, systems and tools to enable task performance.

• An appreciation for the client facing aspect of the role with a commitment to upholding high levels of customer service.