Contact Centre Helpdesk

6 days ago

Melbourne, Victoria, Australia VIS Global Pty Ltd Full time $104,000 - $130,878 per year

Location: Perth or Melbourne

Duration: 10 weeks

Start: ASAP

Helpdesk Officer / Contact centre agent


• Contract Role - 5 Days per week, 10-week assignment with possible extension


• 10 agents required. Agents should be committed to the entire 10-week campaign. Backfill must be available to cover agents not completing entire campaign. Minimum 1-week notice to be provided by any candidate not completing entire campaign.


• Rostered hours between 8am – 5pm AWST


• Work from Home


• Capgemini to provision laptop

Your role:

You will be responding to enquiries from existing Western Australia based members customers contacting a government agency. A strong emphasis is placed on customer reassurance, professionalism, and clarity during first contact, delivering a high-quality triage service.

Responsibilities:


• Deliver real-time call answering, ensuring customers are acknowledged and triaged effectively, even when full resolution is deferred.


• Agents must consistently apply triage protocols, accurately log interactions in Genesys Cloud, and route enquiries to the appropriate internal teams.


• Adhering to high compliance and quality standards


• Listen to feedback and adjust delivery responses aligned to the client requirements

Preferred Skills:


• Genesys experience ideal however utilisation of other tier 1 call centre solution is required


• Excellent verbal & written communication skills.


• Ability to enter accurate notes for each call and follow training protocols


• Computer Literacy


• High attention to detail.


• Ability to work in a fast paced and changing environment.

Required Experience:

Minimum of 1-3 years' experience in Call centres.

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