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20 X Customer Support Officers Nsw State Government

2 weeks ago

Newcastle, Australia Alexander Appointments Full time

$32.16 per hour + Super | 35hours per week, 7am-7pm Mon-Fri Rotating Roster
- NSW State Government | Hybrid - Newcastle + WFH
- ASAP Start | Estimated 3-month assignment, potential to extend
- **$32.16 per hour + Super | 35hours per week, 7am-7pm Mon-Fri Rotating Roster**:

- **NSW State Government | Hybrid - Newcastle + WFH**:

- **ASAP Start | Estimated 3-month assignment, potential to extend**

**About the Company**
Our large NSW State Government client functions as a service provider to support sustainable government finances, major public works and maintenance programs, government procurement, information and technology, corporate shared services, consumer protection as well as land and property administration.

**About the Role**
They are currently seeking multiple Customer Support Officers with Contact Centre experience to join their team in Newcastle. This is an estimated 3-month temporary assignment, with a potential to extend. You will be required to work a rotating roster between the hours of 7am - 7pm Monday to Friday.

Reporting to the Manager, you will be required to act as the first point of contact for the general enquiries and icare lines. You will provide high level professional customer service in triaging calls to achieve Departmental objectives

**Responsibilities**
- Act as the first point of contact, providing high level, professional customer service
- Respond to enquiries, in an accurate and timely manner
- Receive high-volume inbound calls, operating contact centre telephony and other communication systems
- Obtain all necessary information to redirect calls to the appropriate contact centre specialist
- Acknowledge and accurately record customer complaints, provide complaint resolution outcomes
- Gather, collate and investigate enquiries to resolution
- Escalate complex complaints to Senior Team Members
- Capture, process and lodge accurately customer information and transaction records into the database
- Complete and process basic transactions
- Generating correspondence and mail outs
- Records and database management, ensuring high integrity, accuracy and confidentiality
- Contribute to continuous improvement initiatives
- Comply with all privacy and confidentiality legislative obligations, ensuring information integrity is not compromised
- Adhere to Contact Centre daily and monthly KPI’s

**About you**
- Minimum 2-3 years high-volume contact centre experience
- Impeccable communication skills, both verbal and written
- Empathetic nature with remarkable interpersonal skills
- Professional, resilient and confident with a customer service delivery focus
- High attention to detail
- Superior organisational skills with the ability to multi-task and prioritise conflicting deadlines
- Strong computer literacy and proficiency with MS office suite

***

**Requirements**:

- Flexibility to work a rotating roster between the hours of 7am - 7pm, Monday to Friday
- Willingness to undergo a National Police Check
- Fully COVID vaccinated or medically exempt
- Reliable remote internet access and ability to work unsupervised
- Ability to commence and commit to the duration of the assignment

**How to Apply