Contact Centre / Helpdesk Consultant
Modus Projects (Australia)
Modus Projects is an Australian facilities management and commercial maintenance company providing nationwide building services, including repairs, trades coordination, and maintenance support for commercial clients.
Job Description
As a Contact Centre / Helpdesk Consultant, you will be the first point of contact for clients reporting building maintenance issues and will coordinate trades and service jobs across Australia.
Key Responsibilities
Answer calls, emails, and online service requests from clients
Log and manage maintenance work orders in job management systems
Act as the first point of contact for facility issues (e.g., plumbing, electrical, HVAC faults)
Coordinate and dispatch tradespeople including electricians, plumbers, and HVAC technicians
Schedule jobs based on urgency, location, and priority
Track job progress and provide real-time updates to clients
Ensure service level agreements (SLAs) are met
Follow up on outstanding or urgent maintenance requests
Communicate between clients, technicians, and internal teams
Maintain accurate records in CRM or ticketing systems
Escalate critical breakdowns and emergency repairs when required
Requirements
Essential
Experience in customer service or call centre environments
Strong communication and problem-solving skills
Ability to multitask in a fast-paced operations environment
Good computer skills (CRM systems, Excel, ticketing tools)
Strong organisation and attention to detail
Ability to stay calm when handling urgent requests
Preferred
Experience in facilities management, maintenance, or scheduling roles
Understanding of trades coordination or building services
Experience in high-volume service or dispatch environments
Benefits
Work in a fast-paced national facilities management company
Exposure to real-time operations and trade coordination
Career growth in operations, facilities, and service management
Supportive team environment with structu
Pay: From $5,800.00 per month
Benefits:
- Childcare assistance
- Dental insurance
- Employee mentoring program
- Free food
- Health insurance
- Life insurance
- Parental leave
- Salary packaging
- Vision insurance
Work Location: In person
