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Call Centre Operator

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Newcastle, Australia Ampersand Full time

**Duration**: 6 Months

**Pay**:$32.16 p/h plus Super

**Hours**:35 per week

**Primary Purpose**:
Provide high quality generalist service as the first point of contact for contact centre customers.

**Key Accountabilities**:

- Utilise generalist knowledge and training to handle and share information with contact centre customers.
- Create a positive relationship in all customer interactions across all interaction channels, maintaining a professionally courteous and friendly manner.
- Ensure clientsatisfaction as a priority as assessed and monitored
through customer feedback.
- Provide accurate, effective and high quality customer service consistent with the clients vision, mission, values and business requirements as assessed by internal quality reviews.

**Key Challenges**:
Work within a high volume, high pressure and constantly evolving contact centre environment. Adapt to changing priorities, rotating shift patterns and achieve both individual and team KPIs within defined service standards.
- Maintain a thorough up-to-date knowledge of information resources, operating practices and procedures.
- Operate the contact centre telephone and other communication systems with accuracy and efficiency.
- Create a positive relationship in all telephone interactions by demonstrating a confident, bright and helpful phone manner.
- Efficiently assess and take ownership of customers' needs and provide prompt and accurate responses to deliver a positive outcome.
- Deliver specialist assistance across multiple basic agencies and campaigns. Accept enquiries across multiple skill types simultaneously, providing seamless transition from one enquiry type to another.
- Exercise tact, judgment and initiative when obtaining information from and sharing information with customers.
- Correctly identify and document issues that require referral to management.
- Deal with professionally and escalate as required enquiries and complaints from customers that present with uncooperative, disruptive or abusive behaviour.