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Customer Service Representative

4 months ago

Shellharbour, Australia Ashdown Consulting Full time
$32.69/Hour + Super

  • 3 Month Contract
  • Shellharbour

Customer Service Representative |3 Month Contract |$36.12 P/H inc. Super
- $32.69/Hour + Super

  • 3 Month Contract
  • Shellharbour

About the Company


This NSW Government agency is a major service provider who strives to deliver a more consistent and efficient experience within government.

This government agency uses data and behavioural insights to drive improvements with government and providing services to NSW. We are looking for someone to start ASAP for a 3-month contract paying $32.69/Hour + Super. This role is located in Shellharbour

About the team
You will be apart of a highly professional and dedicated cohort who value independence, communication, accountability and integrity.

The Team you are joining is a high functioning and performing team amongst a leading NSW Government agency. A team of like-minded individuals who thrive to deliver outstanding work to help residents of NSW.

About the Role
We are currently seeking to appoint a Customer Service representative with a leading NSW Government agency. This role is responsible for providing customer service and assistance to the community.

Key accountabilities include:

  • 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 client satisfaction as a priority as assessed and monitored through customer feedback.
  • Provide accurate, effective and high quality customer service consistent with NSW vision, mission, values and business requirements as assessed by internal quality reviews.
  • Develop and maintain a thorough knowledge of information resources and NSW operating practices and procedures.
  • Provide inscope enquiry resolution for inbound calls either by reference to the NSW digital channel or by transfer to a NSW specialist.
  • Provide outofscope enquiry resolution for inbound calls by transfer or referral to the appropriate external agency or organisation.
  • Provide enquiry resolution, update records and complete transactions for basic contact centre specialist agency services.
  • Acknowledge and accurately record customer complaints. Escalate unresolved issues through appropriate channels.
  • Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised.
  • Access and utilise various basic digital data storage systems to locate, provide and update customer information.
  • Accurately create, update and maintain NSW customer, interaction and transaction records.
  • Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes. Contribute positively to the implementation of changes in the workplace.
  • Make a positive contribution to the team, contact centre and organisational environments.

About You

  • Proven experience with customer service over the phone
  • Experience in an office environment
  • Great communication skills

Benefits of contracting through Ashdown People

  • 5th largest supplier to the NSW Government
  • Get paid weekly
  • Offer Insurances for ABN Contractors
  • Consistent communication & transparency
  • Detailed onboarding & support