Call Centre

2 weeks ago

Newcastle, Australia Talent Web Full time

Newcastle Location
- Hybrid flexibility with Work From Home
- 12 month contract, possible extension

We are working with a department in the Government who are seeking motivated and customer-oriented individuals to join their teams as Call Centre Operators/Customer Service Representatives.
- **$31.53 Per Hour + Super**:

- **12 Month Contract with high possibility of extension**:

- **Newcastle Location + WFH**:

- _The roles are WFH primarily. Two weeks in office initially, then ability to WFH afterwards. There will be some days in the office as required for team engagement and training, rule of thumb is at least once a month._
- **Hours of work: 7hrs per day 35hrs per week
- Shift rosters will be 7.5hrs (including unpaid lunch break) between 7:30am-6:00pm on a rotational roster**

**The objective**:
To provide excellent customer service and assist both corporate customers within a shared services contact centre environment. The role involves offering initial guidance and support regarding finance, human resources, and technical systems inquiries. Additionally, it entails maintaining accurate records in the customer enquiries database as part of our customer relationship management system.

**Key functions**:

- Ability to deliver high quality customer service, through strong customer engagement in a high-volume contact centre environment
- Handle customer enquiries promptly and courteously while maintaining confidentiality and using discretion in the performance of all duties.
- Identify, refer, and assign non-standard and more complex enquiries to a Centre of Expertise for action and resolution.
- Maintaining currency in knowledge of policy, legislation, and related business processes to respond to customer needs efficiently and effectively.
- Maintaining accurate data records in a customer management system to ensure that customer enquiries are dealt with in a timely manner.
- Ability to confidently use multiple technology platforms and databases
- Must adhere and meet to Contact Centre KPI’s on a daily and monthly basis

**Key skills and attributes**:

- Demonstrate a strong dedication to delivering exceptional customer service.
- Exhibit resilience and courage in handling challenging situations.
- Take personal responsibility and initiative in managing oneself.
- Communicate effectively with customers and colleagues.
- Exhibit critical thinking and problem-solving skills.
- Possess extensive technical expertise, including proficiency in using various technology platforms and databases.

If you have experience working within a similar role, please APPLY
**NOW

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