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Customer Care Centre Officer

4 months ago

Greater Adelaide SA, Australia Hudson Australia Full time

**The Role**:

- 6 Month Contract
- Full-time role, 100% Onsite
- Located in Adelaide (Victoria Square), SA
- Participate in a roster which spans ordinary hours (6am to 6pm)
- Start date 20th May 2024 and run until 20th November 2024

**The Responsibilities**:

- Be aware of and take action in accordance with WHS Roles and Responsibilities Procedure.
- Take responsibility for the safety and wellbeing of yourself and others including your own fitness for work (e.g. under the influence of drugs, alcohol and/or fatigue).
- Any identified hazard or incident to be logged into SAAM within 24 hours.
- Builds and maintains effective, cooperative and collaborative relationships across the organisation.
- Creates and participates in a culture of accountability by actively engaging in regular performance discussions and is prepared to receive coaching and feedback for self-development.
- Customers receive accurate, timely and high quality information in response to their enquiries and the agent ensures first contact resolution.
- Answers the primary need of the customer and identifies opportunities to promote and educate on Water initiatives.
- Re-work is eliminated through effective questioning and understanding the customer's needs to ensure all information entered into systems is accurate.
- Achieve a minimum 'met' scorecard result by adhering to your roster, passing your quality assessment and achieving your average handle time whilst living the Water values to ensure world class customer service on every interaction.
- Respond positively to all requests for customer service, this may include phone based, face to face (front counter), webchat or other written enquiries in line with corporate guidelines.
- Proactively manage productivity by being available to assist customers as rostered to ensure contribution to the team and service to customers is maximised.
- Identify opportunities for improvement by understanding the CCC Officer role and consider alternate ways of working to improve efficiencies and service to customers.
- Adapt to change by positively supporting opportunities for improvement.

**The Requirements**:

- Previous 2+ year experience in Inbound Call Centre / Customer Service role
- A strong customer service focus with effective verbal and written communications skills
- Ability to work well in a team environment and contribute positively to the team
- Ability to maintain a high quality of work under pressure whilst maintaining accurate data entry skills
- Capacity to analyse and prioritise problems and use initiative to create solutions
- Well-developed negotiation, comprehension and retention skills
- All temporary contractors put forward must have a valid Police Clearance check and Full Work Rights to work in Australia