Customer Support Officer

1 week ago

Sydney, Australia APG Workforce Full time

$34.50 Per Hour + super
- Government Role
- Location - Sydney CBD

APG Workforce are currently looking for a Customer Support Officer for a 3-month contract Government Sector based in Sydney CBD.

**Start Date**:ASAP

**End Date: 3 Months **+ possible extension

**Pay: $34.50 Per Hour + super**

**Location: Sydney CBD** - based in office

**The Role**
This is an exciting opportunity to work in our State Insurance Regulatory Authority (SIRA) who regulates three statutory insurance schemes in NSW. This role sits more specifically in our CTP Assist team who operate predominantly as an outbound call centre that proactively contacts injured people at key milestones during their claims journey.

Understand more about the Department of Customer Service - here.

**Your responsibilities will include**:

- Deliver customer support and information via outbound calls to ensure claimants understanding of their entitlements and obligations
- Capture, manage and resolve frontline claimant enquiries and complaints to ensure outcomes are achieved on time and to the expected standard
- Educate claimants on legislation, procedures, their rights and responsibilities to improve community awareness
- Contribute to the identification of trends to support continuous service improvements

**About you**:

- Strong customer focus with high level of customer experience.
- Strong written and verbal communication skills
- Demonstrated ability in handling complex calls and providing solutions.
- Ability to negotiate and influence on complex matters.

**Systems experience**:

- Genesys Cloud
- Salesforce Lightening

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