Customer Service Officer

1 week ago

Leichhardt, Australia CK Recruitment Full time

Our Client is a Local Government based in Petersham who are currently seeking a Customer Service Officer to provide friendly, responsive, accurate and consistent information, advice and service to Council customers.

**SELECTION CRITERIA**

Our Client is committed to the principles of Equal Employment Opportunity, Work Health and Safety, sustainability, continuous improvement and business excellence. The community is at the heart of the organisation and Council puts its ‘Values First’ with flexibility, integrity, respect and the spirit of team as a set of values and associated behaviors for all levels in the organisation. Employees are expected to demonstrate commitment to these values in performing their respective roles. In addition to these, the following criteria outline those that are relevant to this specific position.

**Essential Criteria**:

- Superior Customer Service skills and demonstrated experience working in a dynamic, high volume, multi-channel team with a passion for customer service excellence.
- Demonstrated ability to operate effectively across multiple functions within a customer service team, with ability to achieve quality standards and a commitment to first contact resolution.
- Ability to work autonomously with mínimal supervision to achieve service standards.
- Excellent communication skills both written and verbal, with the ability to explain complex information to customers in an easy-to-understand and commitment to achieving results within a quality management framework.
- Superior active listening skills, ability to show empathy and build rapport with a diverse range of customers.
- Solutions focused with the ability to problem solve quickly, and to adapt to changing requirements.
- Proven ability to effectively use multiple computer programs to provide accurate, consistent and complete information or solutions to customers.
- Ability to multi-task, prioritise and manage time effectively.
- Demonstrated knowledge and a commitment to implement EEO, WH&S and risk management principles.

**Desirable Criteria**:

- Relevant qualification (e.g. Certificate IV in Call Centre and/or Certificate in Administration etc.).
- Experience in cash handling and end of day processes.
- Ability to speak a second language.
- Class C driver’s Licence.
- CRM Experience

**General**
- Act as a positive and professional ambassador of Council at all times.
- Other duties as directed by the Team Leader Customer Service and/or Manager Customer Service.

**Contact Centre**
- Answer all incoming customer calls in a friendly, professional and efficient manner including conducting follow up/outbound calls as required.
- Accurately record customer requests in the CRM system.
- Monitor call volumes and take proactive steps to ensure all calls are answered within adopted service standards.
- Provide back up to administration and front counter functions as required.
- Being punctual
- Well spoken and dressed
- Displaying our values at all time (Integrity, Respect, Compassion, Innovation, Collaboration
- Able to work as part of a team sharing ideas and joining team events.

If you believe you have what it takes to take on this opportunity. Please send your resume and Cover letter through.

**Job Type**: Part-time

**Salary**: $35.00 - $37.00 per hour

Supplemental pay types:

- Overtime pay

**Experience**:

- Inbound call centre: 1 year (preferred)
- Outbound call centre: 1 year (preferred)
- Customer service: 1 year (preferred)

Licence/Certification:

- car licence (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: In person

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