Contact Centre Specialist

Number of Positions Available:

5

- Start your career with The Salvation Army today

- We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to review our current vacancies.

- ABOUT US

- The Salvation Army is one of Australia’s largest and most-loved charities, helping thousands of Australians every year find hope in the midst of all kinds of personal hardship. The Salvation Army offers the opportunity to use your professional skills and expertise to make a real difference in the lives of people who need help most.
Receiving an above-award wage, you will manage a variety of inbound online enquiries in an exciting and varied Call Centre setting.

The role includes overseeing and maintaining incoming bookings for Salvos Stores free home and corporate collection services, having responsibility for interacting with our social media community, and acting as an escalation point for more complex enquiries (internal and external).

Salvos Stores are seeking exceptional communicators to fill Casual Contact Centre Specialist roles in Minchinbury.

As a customer service professional with a knack for online communication, you’ll respond to high volume inbound and outbound enquiries and provide high level customer service in a timely and professional manner.

You will be required to manage and maintain incoming bookings for Salvos Stores free home and corporate collection services and act as an escalation points for more complex enquiries (internal and external).

Key responsibilities include:

- Using modern telephone systems, attend to inbound and outbound calls and relevant administrative activities.
- Manage and maintain accurate donor records for home collection services, loyalty programs and financial donations.
- Assist and collaborate with the prioritisation of tasks with other team members to meet daily KPIs.
- Act as a first escalation point for more junior members of the team regarding more complex queries or customer feedback.
- Keep up to date with Salvos Stores and the Salvation Army’s endeavours, services and programs.
- Follow all Occupational Health and Safety guidelines as outlined by The Salvation Army (TSA), including assessing risk, record keeping and submitting SolvSafety incidents in a timely manner.

As the successful applicant you will have;
- Experience working in a busy front-line customer service-based role, ideally in a contact centre environment;
- Experience managing complex customer complaints and/or enquiries, especially in written form using various online customer tools;
- Proficiency in working with outlook, spreadsheets, databases and customer relationship management systems;
- Available to work weekdays, Saturdays and evening hours on a rotational roster;
- Flexibility to work onsite at our Noble Park office and from home
- Satisfactory work from home requirements assessment check
- A current and valid police check.
- The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. _
- We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. W_
- The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory National Police Check._
- We are committed to providing a safe environment for our people. _
- Please note that The Salvation Army has a mandatory vaccination procedure._
- We value Integrity, Compassion, Respect, Diversity, and Collaboration_