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Call Centre Operator

2 months ago

Newcastle, Australia APG Workforce Full time

Pay Rate: $34.50 Per Hour + Super
- Government Role
- Location - Newcastle

APG Workforce are currently looking for a Call Centre Operator for a 4-month contract Government Sector based in Newcastle.

**Start Date**:ASAP

**End Date: 21/04/2023**

**Pay Rate**: $34.50 Per Hour + super

**Location: Newcastle + WFH**:

- hybrid so will require to come into the office on designated dates however this is advised with notice. Training will likely be in the office for the first week**

**Primary purpose of the role**
The primary purpose of the role is to respond to multi-channel customer enquiries at first contact, as well as to processes transactions using defined processes, computerised systems, telephony and technology solutions, in order to support the effective and efficient delivery of tier 0 and tier 1 services to a range ofinternal and external customers.

**Key accountabilities**
- Live the NSW Public Sector and organisational values to achieve outstanding outcomes for the organisation and customers.
- Provide consistently high-quality customer service by interpreting and resolving first-contact enquiries from internal customers and external vendor, public, and industry enquiries in a fast-paced shared services environment.
- Communicate with customers in a courteous and empathic way, demonstrating a willingness to assist and a commitment to providing high-quality service.
- Process a range of transactions across the service line accurately and efficiently, referencing shared service knowledge articles to ensure the transaction is consistently executed accordingly to requirements.
- Escalate more complex enquiries and transactions to ensure the timely and effective resolution of issues, providing feedback to the customer to ensure they are aware of the progress of their enquiry and/or transaction and work across more than one service line where required in order to meeting operational needs.

**Essential requirements**
- Demonstrated knowledge and/or experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment.
- Demonstrated ability to adapt and to learn and implement new processes and procedures as new technology, service requirements and work methods emerge.
- Demonstrated ability to take ownership of customer experience and to build rapport, understand customer requirements and to provide best possible service approach from first contact.
- Experience using multiple computer-based systems and ability to learn new systems with ease

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