Customer Service Representative

7 days ago

Wagga Wagga, Australia Chandler Macleod Full time
About the Role

Chandler Macleod is seeking a highly skilled and experienced Contact Centre Officer to join our team. As a Contact Centre Officer, you will be responsible for providing exceptional customer service to applicants, their nominees, and other callers to the relevant NRS 1800 number.

Key Responsibilities
  • Provide Inbound and Outbound Telephony Support: Respond to customer inquiries, resolve issues, and provide information to callers in a timely and professional manner.
  • Apply Legislation and Policies: Ensure compliance with the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures, and guidelines in all interactions.
  • Organise Workflow and Escalate Risks: Under limited direction, be accountable for organising workflow and escalating risks and issues when needed.
  • Develop and Maintain Relationships: Develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants.
  • Resolve Enquiries and Complaints: Resolve routine and non-routine enquiries, collaborating with other teams within the Scheme to resolve complaints or systemic issues.
  • Assist Callers to Navigate Services: Assist callers to navigate and access a range of Redress Support Services.
  • Contribute to Service Delivery: Contribute new ideas, including the identification of efficiency improvements for service delivery.
Requirements
  • Communicate Effectively: Communicate confidently and present verbal and written messages in a clear, concise, and articulate manner.
  • Understand Trauma-Informed Principles: Understand trauma-informed principles and their importance in providing a high level of service.
  • Apply Legislation and Policies: Apply legislation, policies, procedures, and information management requirements.
  • Demonstrate Accuracy and Attention to Detail: Demonstrate high-level accuracy and attention to detail in the processing and recording of information.
  • Self-Manage in a Complex Environment: Have the ability to self-manage in a complex, changing environment with a high workload.
  • Critical Thinking and Problem-Solving: Demonstrate critical thinking and problem-solving with a solution-focused approach.

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