CAREERS

We are powered by our people.

We are currently recruiting:

Client Services Representative

Happsa Group is a national property services provider specialising in sustainable cleaning, maintenance and security. Founded in 2015, Happsa Group has grown organically from a single commercial contract in Melbourne to a multi-faceted organisation.

We have a National portfolio of clients including commercial high-rise properties, government facilities, retail shopping centres, manufacturing facilities, educational campuses, business parks, aged care facilities and high-traffic public areas.

We are looking for a Customer Service Representative who can assist clients with enquires/request and issues and maintain a high customer satisfaction level. The Customer Service Representative will be responsible for taking incoming calls. The successful candidate will be required to develop a comprehensive understanding of our customer service policies and know when issues need to be escalated to the management staff for resolution.

Qualification and Competency Requirements

Previous experience in a customer service role
Excellent communication skills
Ability to work within set budgetary constraints

Tasks and Responsibilities

• handling incoming calls and emails from customers as well as making outbound calls to customers
• interacting with customers in online chat portals
• responding to questions about the company, its products or services
• resolving customer complaints and escalating them when necessary
• processing orders, invoices, payments, claims, credits and returns
• updating and maintaining records of customer interactions

• Supplier Service reports (Washroom and Pest) – Service dates placed on spreadsheet for Accounts.
• Management of waste spreadsheet (when implemented)
• Management of day-to-day client communication and additional work orders
• Process all client communication into ECRM system – Cleaning, maintenance, waste, washroom, and pest requests.
• Investigating and resolving client enquiries
• Manage dispute resolution and escalation of customer and staff issues.

• Prepare and send quotes and work bills (through Templa) and any other support required by operations team

• Ad-hoc administration duties as requested by management (As required)
• Update client portals (work orders)

Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service.

For more information on this role, or to apply visit: https://www.seek.com.au/job/61409360?type=standard#sol=fab2ed241a74d23f5d8be11fea27e08d537ee708

Client Relationship Manager

We are looking for a Client Relationship Manager who will be responsible for establishing and maintaining a strong relationship and communications system with customers whilst ensuring that cleaning services are provided in accordance with the requirements of the contract and Happsa Group’s Management System. The Client Relationship Manager is responsible for managing the operations team.

Qualification and Competency Requirements
• Supervisory skills involving staff and work standards
• Communication and consultation skills
• Inspection and audit skills
• Report writing and presentation
• Computer skills using company systems and reporting packages
• Purchasing
• Knowledge and understanding of Quality, Environment and OH&S systems – safe systems of work and environmental management
• Hazard identification and risk assessment process management
• Knowledge and understanding of rosters, schedules and the industry Award.

Tasks and Responsibilities

Liaise with Site Supervisor and oversee the operations at specific sites.
• Oversee the Client Service Team.
• Working according to set budgetary constraints thereby retaining profitability.
• Providing timely and accurate information to administration to ensure all staff are paid in accordance with the relevant awards and according to duties/hours of work.
• Conducting cleaning inspections of selected sites in accordance with inspection plan and reporting outcomes to the client and the Directors.
• Provide monthly reporting requirements as per contractual and timeline requirements to Administration for checking prior to distribution to Director and client on a monthly basis.
• Initiate action to prevent the occurrence of any non-conformance’s relating to site processes.
• Identify and record any problems relating to the site and as specified by the client.
• Initiate and provide solutions. Follow up as necessary to verify the implementation of solutions.
• Any other responsibility as defined in the quality management and other systems.
• Ensuring safe work practices are followed and that equipment is maintained in a safe operating condition.
• Accidents and incidents are reported and followed up.
• Quality, Environment and OH&S Responsibilities
• Ensure all appropriate actions are taken to implement company Policies, procedures and legislative requirements.
• Monitor regulatory performance within their area of responsibility.
• Visibly show commitment to OH&S, environment and quality through participation in discussions, workplace visits and hazard inspections, risk management etc.
• Review all accidents/incidents and participate in preparation of incident /accident reports if appropriate.
• Initiate actions to improve overall performance.
• Ensure processes for employee induction are being actioned, all employees are inducted and receive regular training as required.
• Ensure subcontractor management on site meets the company policy and procedure related to contractor management on sites.
• Review integrated audits and initiate Corrective Action when workplace audits do not meet required performance standards.
• Ensure all staff have knowledge of company environmental practices

For more information on this role, or to apply visit: https://www.seek.com.au/job/61409360?type=standard#sol=fab2ed241a74d23f5d8be11fea27e08d537ee708