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Customer Service Officer

2 weeks ago

Newcastle, Australia APG Workforce Full time

12 - Month Contract - Government Role
- $31.53 Per Hour + Super
- Newcastle Location + WFH

APG is currently seeking an experienced Customer Service Officer for a 12 Month contract within a Newcastle Government Sector.
- **$31.53 Per Hour + Super**:

- **12 Month Contract with high possibility of extension**:

- **Newcastle Location + WFH**:

- **_The roles are WFH primarily. Two weeks in office initially, then ability to WFH afterwards. There will be some days in the office as required for team engagement and training, rule of thumb is at least once a month._**:

- **Hours of work: 7hrs per day 35hrs per week
- Shift rosters will be 7.5hrs (including unpaid lunch break) between 8:30am-5:00pm on a rotational roster**

**Primary purpose of the role**:
This purpose of this role is to deliver high quality customer service and to support our school based and corporate customers by providing initial advice and direction in relation to finance, human resources, and technical systems related queries within a shared services contact centre environment.

In addition, the role assists in the recording and maintenance of the customer enquiries data base as part of the customer relationship management system.

**Key functions of this role include**:

- Ability to deliver high quality customer service, through strong customer engagement in a high-volume contact centre environment
- Handle customer enquiries promptly and courteously while maintaining confidentiality and using discretion in the performance of all duties.
- Identify, refer, and assign non-standard and more complex enquiries to a Centre of Expertise for action and resolution.
- Maintaining currency in knowledge of policy, legislation, and related business processes to respond to customer needs efficiently and effectively.
- Maintaining accurate data records in a customer management system to ensure that customer enquiries are dealt with in a timely manner.
- Ability to confidently use multiple technology platforms and databases
- Must adhere and meet to Contact Centre KPI’s on a daily and monthly basis

**Key skills and attributes you will require to be successful in this role include**:

- Strong commitment to customer service
- Display resilience and courage
- Manage self, including accountability and initiative
- Communicate effectively
- Think and solve problems
- Strong technical experience, with the ability to use multiple technology platforms and databases

If you have experience working within a similar role, please APPLY
**NOW