Customer Service Representative

4 weeks ago

Joondalup, Australia Edith Cowan University Full time

Job Summary

We are seeking a highly skilled Customer Service Representative to join our Communications Centre team at Edith Cowan University. As a key member of our team, you will be responsible for delivering exceptional customer experiences to our students and the general public through various channels, including social media, online chat, email, and inbound/outbound calling.

Key Responsibilities

  • Provide accurate and relevant information in an efficient manner
  • Provide first point enquiry resolution to every interaction
  • Meet personal/team qualitative and quantitative targets
  • Be a shining example to everyone around you and be an ambassador for Edith Cowan University

Requirements

  • Experience working in a customer-centric environment

About the Role

The Communications Centre is an exciting department at Edith Cowan University, with multiple teams that service both current and future student enquiries. We are a passionate team and pride ourselves on providing exceptional experiences to all future and current students.

As a Customer Service Representative, you will be responsible for engaging with students through a variety of channels, including social media, online chat, email, and inbound/outbound calling. You will also be responsible for providing customer experience, problem-solving, capturing continuous improvement initiatives, and operating within our high-performing, values-based, and student-first environment.

We have a service dog in our office environment, and all staff employed within the centre are to be mindful of the dog's presence. We are committed to ensuring a comfortable and inclusive environment for all our employees.

The successful applicant will need to ensure that they are able to work varied hours throughout the year, with peak periods typically occurring in mid-November to mid-March and mid-June to mid-August. Training will be provided to new starters for the first four weeks of employment, in which each new starter will be required to work 0.8FTE during those first four weeks.

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