Service Excellence Specialist

2 weeks ago

Ballarat, Victoria, Australia beBeeCustomer Full time $60,000 - $85,000
About the Role

As a Customer Contact Officer, you have the opportunity to grow and develop your career in a values-based organization. Located onsite in Ballarat, you will join a team that makes a positive impact on the lives of Victorians by helping them access essential public services.

This role requires a strong communicator with excellent interpersonal skills who is passionate about delivering exceptional customer experiences through every interaction.

Key Responsibilities:
  • Respond to inbound calls and online enquiries on behalf of our client, following work instructions provided by our system.
  • Active listening to understand caller needs and allocate calls to the most appropriate area or referral based on their inquiry.
  • Making referrals and transferring callers to the most suitable service, such as emergency services or support organizations.
  • Completing reports in a timely manner, ensuring accurate and thorough documentation.
What You Need to Know:

Our team members handle non-emergency situations, and callers may share sensitive information. However, you won't be required to handle these call types to resolution. You'll follow prescribed work instructions and protocols to ensure a positive experience for everyone involved.

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