Customer Support Officers Nsw State Government

3 weeks ago

Parramatta, Australia Alexander Appointments Full time

$32.16 per hour + Super | 35hours per week, 7am-7pm Mon-Fri Rotating Roster
- NSW State Government | Parramatta Location
- ASAP Start | Estimated 3-month assignment, potential to extend
- **$32.16 per hour + Super | 35hours per week, 7am-7pm Mon-Fri Rotating Roster**:

- **NSW State Government | Parramatta Location**:

- **ASAP Start | Estimated 3-month assignment, potential to extend**

**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.

**About the Role**
They are currently seeking multiple Customer Support Officers with Contact Centre experience to join their team in Parramatta. This is an estimated 3-month temporary assignment, with a potential to extend. You will be required to work a rotating roster between the hours of 7am - 7pm Monday to Friday.

Reporting to the Manager, you will be required to act as the first point of contact for the general enquiries and Road Safety business 1 lines. You will provide high level professional customer service in triaging calls to achieve 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
- Receive high-volume inbound calls, operating contact centre telephony and other communication systems
- Obtain all necessary information to redirect calls to the appropriate contact centre specialist
- Acknowledge and accurately record customer complaints, provide complaint resolution outcomes
- 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
- Complete and process basic transactions
- 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 2-3 years high-volume contact centre experience
- 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 multi-task and prioritise conflicting deadlines
- Strong computer literacy and proficiency with MS office suite

***

**Requirements**:

- Able to commence on Friday, 26th May 2023
- Flexibility to work a rotating roster between the hours of 7am - 7pm, Monday to Friday
- Willingness to undergo a National Police Check
- Fully COVID vaccinated or medically exempt
- Ability to commence and commit to the duration of the assignment

**How to Apply

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