Customer Support Specialist

1 week ago

City of Parramatta Council, Australia beBeeService Full time $84,659 - $92,701

About the Service Desk Role

We are seeking a highly skilled and customer-focused Service Officer to provide tier 1 support and advice to users across multiple locations and applications.

This role supports the delivery of high-quality shared services in accordance with Service Partnership Agreements (SPAs) to promote a customer-centric approach and meet business priorities.

  • Provide service support and advice in response to inquiries and requests about shared services products and services.
  • Promote, support, and assist clients in the self-service function.
  • Follow procedures, processes, and log incidents and requests using existing customer management tools.
  • Create a positive customer experience using the knowledge base and researching to resolve or escalate unresolved complex issues in line with SPAs.
  • Contribute to the continuous improvement of processes and knowledge base.
  • Research and analyse information to make recommendations based on relevant evidence.

Key Responsibilities Include:

  • Processing transactional tasks such as updating records, checking details, or submitting requests.
  • Providing customer-centric service support to clients in a medium to large client services environment.
  • Dealing with demanding or difficult customers in a Service Desk setting.

About You

The successful candidate must demonstrate strong capabilities in providing customer service support, processing transactions, and dealing with challenging situations. An up-to-date CV and a cover letter outlining how your knowledge, skills, and experience are aligned to the role are essential.

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