Intake Officer

1 week ago


Brisbane, Queensland, Australia ROBERT WALTERS AUSTRALIA Full time
About the Role

We are seeking a dedicated and knowledgeable Intake Officer to join our team on a 3-month contract with the possibility of extension. As an Intake Officer, you will have the opportunity to utilise your problem-solving skills and broad understanding of procedures to provide accurate advice to applicants.

Key Responsibilities
  • Interpret officer notes and correspondence to provide accurate advice to applicants on the status of their application.
  • Employ a broad understanding of procedures to inform applicants on the next steps for their application.
  • Identify escalated and priority matters and use correct escalation procedures.
  • Display patience and understanding with all applicants, providing advice on potentially confronting issues.
  • Assist with ad hoc tasks as required by the Supervisor and senior management.
  • Apply policies and procedures to identify and advise applicants on next steps.
  • Take clear, concise, accurate, detailed file notes of conversations with applicants.
Requirements
  • Proven experience in customer service over the phone, ideally within a call centre environment.
  • Experience with complaints or objection handling.
  • Ability to work towards KPIs.
  • Strong problem-solving skills.
  • Excellent communication skills, both written and verbal.
  • High level of accuracy and attention to detail.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.


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