Customer Support Officer

2 months ago

South Wharf, Australia DCA Careers Full time

Ongoing casual position working across Monday to Friday - attractive hourly rate of $41.10 per hour + super
- Efficiently respond to infringement related enquiries and appeals on behalf of our clients
- Use your exceptional written communication skills to provide first class customer service
- Modern office located in South Wharf

The Role
As a Customer Support Officer, you will utilize your professional writing skills and strong attention to detail as you respond to customer queries via written correspondence in line with specific guidelines. You will need to clearly comprehend the customer's key issues and effectively personalize each response in order to drive satisfactory outcomes and reduce repeat correspondence.

**Your key responsibilities will include (but not limited to)**:

- Proactive management of written complex customer issues and/or complaints
- Liaising with Clients to obtain further supporting documentation such as subsequent officer reports, printouts, parking permit etc
- Ensuring all correspondence received is completed in accordance with the specific rules of the Client
- Assisting with other core department requirements such as call centre coverage.

**What we are looking for**:

- Proven superior written skills, with the ability to create professionally drafted letters utilising Council guidelines.
- Attention to detail - the ability to confidently address all written issues raised by drafting tailored and personalised responses in a logical, flowing format.
- Strong communication skills with a focus on first appeal resolution.
- The ability to investigate and make informed decisions.
- Well-developed negotiation, problem solving and decision making skills.
- The ability to identify and trouble-shoot potential workflow and/or procedural issues, and help drive the solution.
- Energetic and enthusiastic team player and an ability to work autonomously on a variety of tasks.
- Proven ability to follow Policies and Procedures
- Ability to prioritise work in order to meet strict deadlines and performance standards.
- Intermediate PC, keyboard and database skills.
- In-depth knowledge of relevant Local Government legislation, guidelines, processes and performance standards (is highly desirable)

Our Business
DCA Cities is an innovative technology provider with a specialist focus on, on-street parking management incorporating:

- Smart mobility sensor technology
- Digital permit technology
- Infringement issuing technologies, management and processing
- Specialist parking officers and intelligent patrol planning methodology
- Smart mobility data analytics

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
To apply, please submit a current version of your resume to our quoting reference number DCA/1706019.
DCA is committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people.

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