Customer Support Officer

2 weeks ago

Wollongong, Australia APG Workforce Full time

3 - Month Contract - Government Role
- $39.15 Per Hour + Super
- Wollongong Location + WFH

APG is currently seeking an experienced Customer Support Officer for a 3 Month contract within a Wollongong Government Sector.
- **$39.15 Per Hour + Super**:

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

- **Wollongong Location**:

- **_WFH 3 days per 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 of internal 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.
- Achieve the required shared services performance levels in terms of customer satisfaction, efficiency and effectiveness of services provided.
- Effectively use a range of computerised systems, technology and telephony solutions to undertake work tasks, triage, refer or escalate work tasks, enter data and maintain up to date records in order to facilitate work allocation, performance analysis and service improvement.
- Meet individual KPI's as assigned by the TSSM and work cooperatively within a team, helping to achieve team objectives by contributing to a team environment of knowledge and information sharing, continuous improvement, and skill and capability development
- Participate in regular quality assessments and in operational and performance discussions.

**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.

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

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