Call Centre Operator

1 week ago

Newcastle, New South Wales, Australia Ampersand Full time

Duration: 6 Months

Pay:
$32.16 p/h plus Super

Hours:35 per week

Primary Purpose:

Provide high quality generalist service as the first point of contact for contact centre customers.

Key Accountabilities:

  • Utilise generalist knowledge and training to handle and share information with contact centre customers.
  • Create a positive relationship in all customer interactions across all interaction channels, maintaining a professionally courteous and friendly manner.
  • Ensure clientsatisfaction as a priority as assessed and monitored
through customer feedback.

  • Provide accurate, effective and high quality customer service consistent with the clients vision, mission, values and business requirements as assessed by internal quality reviews.

Key Challenges:

Work within a high volume, high pressure and constantly evolving contact centre environment. Adapt to changing priorities, rotating shift patterns and achieve both individual and team KPIs within defined service standards.

  • Maintain a thorough uptodate knowledge of information resources, operating practices and procedures.
  • Operate the contact centre telephone and other communication systems with accuracy and efficiency.
  • Create a positive relationship in all telephone interactions by demonstrating a confident, bright and helpful phone manner.
  • Efficiently assess and take ownership of customers' needs and provide prompt and accurate responses to deliver a positive outcome.
  • Deliver specialist assistance across multiple basic agencies and campaigns. Accept enquiries across multiple skill types simultaneously, providing seamless transition from one enquiry type to another.
  • Exercise tact, judgment and initiative when obtaining information from and sharing information with customers.
  • Correctly identify and document issues that require referral to management.
  • Deal with professionally and escalate as required enquiries and complaints from customers that present with uncooperative, disruptive or abusive behaviour.

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