Support Liaison Officer

5 days ago

Ballarat, Victoria, Australia beBeeCustomerService Full time $48,500 - $63,500
Customer Service Representative

Job Description:


As a Customer Service Representative, you will be the primary point of contact for our clients, responding to and directing inbound calls as well as completing online enquiries. You will be guided by and follow work instructions provided by the system we use.


You will actively listen to each caller to understand their needs and their enquiry, allocating calls to the most appropriate area or referral based on the caller's need with support from the system and work instructions we use.


Making referrals and transferring callers to the most appropriate service, such as emergency services or other relevant channels, is also a key aspect of this role.


Furthermore, you will complete reports in a timely manner, adhering to prescribed work instructions and guidelines.


The ideal candidate will possess excellent communication skills, empathy, and the ability to navigate software platforms/screens simultaneously while maintaining a calm and resilient composure.


They will also demonstrate experience providing high-quality customer service in a fast-paced environment and have the willingness to learn new information and adapt to feedback.


Responsibilities include servicing customer inbound calls, making outbound calls, and navigating multiple software platforms simultaneously.


Additionally, the successful candidate will be required to undergo pre-employment and security checks, computer competency assessments, and cognitive evaluations.


Skills and Qualifications:


The successful candidate will require excellent communication and interpersonal skills, the ability to multitask and work in a fast-paced environment, and proficiency in using various software systems.


It is essential to note that while some interactions may involve distressing information, the task requires the ability to transfer calls to the most appropriate channel without handling them to resolution.


Benefits:


This role offers an opportunity to develop strong communication and problem-solving skills, work in a dynamic team environment, and contribute to delivering exceptional customer experiences.


Others:


The successful candidate will be required to commit to ongoing learning and development, demonstrating a passion for supporting customers and embracing continuous improvement.


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