Customer Service Officer

3 days ago

Cessnock, Australia APG Workforce Full time

2 - Month Contract - Possibility of Extension
- North Coast Location
- $32.16 Per Hour + Super

APG is currently seeking an experienced Customer Service Officer for a 2 Month contract within multiple North Coast Government Sectors.

**The Role**:

- $32.16 Per Hour + Super
- 2 Month contract + Possibility of Extension
- Location: North Coast

**Locations Available**
- Cessnock
- Woy Woy
- Tuncurry
- Taree
- Tuggerah
- Erina
- Toronto
- Maitland
- Kempsey
- Warrawong

**Primary purpose of the role**
Provides advice and support as the first point of contact for customers using online technology in service centres to increase adoption of digital services and create positive digital customer experiences

**Key accountabilities**
- Deliver services in a professional manner in all customer interactions to create positive customer experiences and ensure customer satisfaction as a priority
- Action customer complaints arising from complex agency transactions by ensuring they are accurately resolved, recorded and unresolved issues are escalated through appropriate channels to support effective complaints resolution
- Complete activities in the provision of service delivery in accordance with privacy requirements and legislative obligations to ensure confidentiality, privacy and integrity of information is not compromised
- Monitor digital performance in service centres ,and take actions to increase adoption, drive usage and deliver optimum service delivery outcomes
- Develop and maintain knowledge of organisational information resources and operating standards and practices to record and resolve and customer complaints and escalate any unresolved issues to support and enable positive customer outcomes
- Provide advice and support to customers on the adoption of digital services, and in the education of users to deliver great customer experiences through the use of on-line technology
- Maintain awareness of the organisation’s customer escalation points to ensure customers are referred to appropriate channels for the completion of out of scope transactions

**Essential Criteria**
- Demonstrated experience in providing excellent customer service in a contact centre environment.
- Computer literate and technologically savvy
- Previous experience working in Customer Service
- Microsoft Office Experience
- Attention to Detail
- Ability to juggle priorities

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