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Customer Support Officers

3 months ago

Gosford Shire, Australia Alexander Appointments Full time
$32.16 per hour + Super | 35hours per week, 7am-7pm Mon-Fri Rotating Roster

  • NSW State Government | Hybrid
  • Gosford + WFH
  • ASAP Start | Estimated 3month assignment, potential to extend
-
$32.

16 per hour + Super | 35hours per week, 7am-7pm Mon-Fri Rotating Roster:

-
NSW State Government | Hybrid
Gosford + WFH:


  • ASAP Start | Estimated 3month assignment, potential to extend

About Alexander Appointments

About the Company

Our large NSW State Government client functions as a service provider to support sustainable government finances, major public works and maintenance programs, government procurement, information and technology, corporate shared services, consumer protection as well as land and property administration.


Why Apply?

  • Gain Public Sector experience and skills that are pivotal to developing your career within Government
  • Work / life balance

About the Role

They are currently seeking multiple Customer Support Officers with Contact Centre experience to join their team in Gosford, with the opportunity to work remotely from home.

This is an estimated 3-month temporary assignment, with a potential to extend.

You will be required to be flexible to work across a rotating roster between the hours of 7am - 7pm, Monday to Friday.

Reporting to the Manager, you will be responsible for acting as the first point of contact on behalf of icare and general enquiries line, ensuring the effective provision of service delivery, achieving Departmental objectives

Responsibilities

  • Act as the first point of contact, providing high level, professional customer service
  • Respond to enquiries, in an accurate and timely manner
  • Maintain client satisfaction and positive relationships
  • Receive highvolume inbound calls, operating contact centre telephony and other communication systems
  • Maintain up to date thorough knowledge of organisational policies and procedures
  • Obtain all necessary information to redirect calls to the appropriate contact centre specialist
  • Coordinate and set up customer policies
  • Process and make adjustments to customer policies
  • Educate customers on legislation, procedures and their rights and responsibilities, creating awareness
  • Process customer payment arrangements
  • Acknowledge and accurately record customer complaints, provide complaint resolution outcomes
  • Assist customers through digital channels
  • Gather, collate and investigate enquiries to resolution
  • Escalate complex complaints to Senior Team Members
  • Capture, process and lodge accurately customer information and transaction records into the database
  • Generating correspondence and mail outs
  • Records and database management, ensuring high integrity, accuracy and confidentiality
  • Contribute to continuous improvement initiatives
  • Comply with all privacy and confidentiality legislative obligations, ensuring information integrity is not compromised
  • Adhere to Contact Centre daily and monthly KPI's

About you

  • Minimum 23 years highvolume contact centre experience
  • Understanding of workers compensation deslrable
  • Impeccable communication skills, both verbal and written
  • Empathetic nature with remarkable interpersonal skills
  • Professional, resilient and confident with a customer service delivery focus
  • High attention to detail
  • Superior organisational skills with the ability to multitask and prioritise conflicting deadlines
  • Strong computer literacy and proficiency with MS office suite
  • Reliable remote internet access

Requirements:

  • MUST be able to commence Friday, 31st March 202
  • Flexibility to work a rotating roster between the hours of 7am 7pm, Monday's to Friday's
  • Willingness to undergo a National Police Check
  • Ability to commence and commit to the duration of the assignment
**How to Apply