Call Centre Operator

1 week ago


Parramatta, New South Wales, Australia Ampersand Full time

Duration:16/01/ /006/ month contract)

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Location: Parramatta

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Pay Rate:$32.16 per hour + Super

Primary purpose of the role

  • Provide high quality generalist service as the first point of contact for the contact centre customers.
  • Receive inbound calls, obtain necessary information and utilise generalist knowledge to transfer customers to appropriate contact centre specialists in a courteous, accurate and efficient manner.

Key accountabilities

  • Utilise generalist knowledge and training to handle and share information with contact centre customers.
  • Create a positive relationship in all customer interactions.
  • Provide accurate, effective and highquality customer service consistent with the company's vision, mission, values and business requirements as assessed by internal quality reviews.
  • Develop and maintain a thorough knowledge of information resources and the company's operating practices and procedures.
  • Provide inscope and 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.
  • Make a positive contribution to the team, contact centre and organisational environments.

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.
  • Operate the contact centre telephony 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.

Essential requirements

  • Demonstrated experience in providing excellent customer service in a contact centre environment.


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