Customer Service Representative

4 weeks ago

Melbourne, Victoria, Australia DFP Recruitment Full time
About the Role

We are seeking dedicated professionals to join our team as APS3/4 Contact Centre Officers. As a key member of our team, you will be responsible for delivering exceptional customer service to a diverse community.

Key Responsibilities
  • Manage inbound calls, register and allocate interpreters, and assist non-English speaking clients by connecting them to interpreters and third-party services within targeted time frames.
  • Resolve customer inquiries by providing accurate information and referrals, both face-to-face and via phone, including handling sensitive conversations.
  • Provide counter support and guidance for client self-help kiosks and online platforms, while coordinating appointments and managing team email inquiries and telephone communications.
  • Create invoices, accurately record data, conduct research, and prepare reports and correspondence to deliver high-quality customer service.
  • Meet Key Performance Indicators related to handling time, adherence, and quality assurance, ensuring outstanding service to a diverse community.
What We Offer
  • Ongoing training and support in a collaborative team environment
  • Attractive hourly rate
  • Variable roster from Monday to Sunday, with hours scheduled between 8 am – 8 pm
  • Full-time in-office commitment required
Requirements
  • Applicants must be Australian Citizens
  • Successful candidates will need to obtain a Baseline Australian Government security clearance and pass other employment suitability checks

DFP Recruitment welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. We will provide reasonable adjustments for individuals with disability throughout the recruitment process.

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