Contact Centre Operators

3 days ago

Sydney, Australia Ampersand Full time

Role Title: Customer Contact Team Operator

Positions: 2

Duration: 6 months

Hours: 7 per day/35 per week 9am - 5pm

Work from home: Hybrid - During the onboarding (first 2-3 weeks)contractor will be required to work from the office 5 days per week.

Role description:
This role provides quality customer service through switchboard operations to customers, stakeholders, service providers and members of the public at their first point of contact. The role access various systems and tools to direct customer queries to the right team or individual.

Key accountabilities
- Deliver professional, customer service at all times
- Respond promptly, and effectively to triage all enquiries from customers, stakeholders, service providers and members of the public, ensuring service level agreements are met.
- Engage in training, to ensure a sound understanding of the departments products, services and processes, and improve the delivery of quality service.
- Providing switchboard services to a range of customers in a high-volume working environment and determining the appropriate response or where to refer the enquiry.
- Maintaining, empathy, sensitivity and professionalism when handline customers who may be vulnerable and have complex situations, enquiries or issues.
- Managing work outputs, competing demands and priorities to generate favourable customer outcomes for customers and stakeholders.

This is a hybrid arrangement - team work from the office Monday to Wednesday and work from home Thursday and Friday. During the onboarding (first 2-3 weeks)contractor will be required to work from the office 5 days per week.

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