Customer Experience Representative

2 days ago

Sydney, New South Wales, Australia beBeeCustomerService Full time $37,000 - $90,000
Customer Service Officer Job Description

At the forefront of delivering exceptional customer experiences, we seek a highly skilled Customer Service Officer to join our team.

The ideal candidate will possess a strong ability to build rapport with diverse customers, navigate complex issues, and consistently meet quality standards. In this dynamic role, you will be responsible for providing top-notch support, escalating concerns when necessary, and promoting online services to customers.

Key Responsibilities:

  • Administrative Tasks
  • Complete tasks in line with Council policies and procedures.
  • Team Collaboration
  • Build strong working relationships across teams to support quality service delivery.
  • Customer Service
  • Meet or exceed customer service targets.
  • Process Improvement
  • Support continuous improvement of systems and processes.
  • Communication
  • Log customer requests, complaints, and applications accurately in Council systems.
  • Resolve enquiries and complaints efficiently, escalating only when necessary.
  • Communicate effectively with other departments to support service outcomes.
  • Professionalism
  • Maintain a professional appearance and attitude at all times.
  • Stay informed about Council services, programs, and events.
  • Learning and Development
  • Engage in ongoing learning and development opportunities.
  • Promote Council's online services to customers.
  • Represent Council positively in all interactions.
Essential Skills:
  • Critical Customer Service Skills
  • Strong customer service skills with proven experience in fast-paced, high-volume, multi-channel environments, and a genuine commitment to service excellence.
  • Problem-Solving Abilities
  • Demonstrated ability to work across various functions within a customer service team, consistently meeting quality standards and resolving issues at first contact.
  • Adaptability and Flexibility
  • Capable of working independently with minimal supervision while maintaining high service delivery standards.
  • Effective Communication
  • Excellent written and verbal communication skills, with the ability to simplify complex information for customers and deliver results within a quality-focused framework.
  • Active Listening
  • Skilled in active listening, showing empathy, and building rapport with a diverse customer base.
  • Solutions-Oriented
  • Solutions-oriented with strong problem-solving skills and the flexibility to adapt to changing needs.
  • Technical Proficiency
  • Proficient in using multiple computer systems to deliver accurate, consistent, and complete information to customers.
  • Time Management
  • Effective multitasker with strong prioritisation and time management abilities.

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