APS3 Contact Centre Consultant

1 week ago

Canberra n Capital Territory, Australia Davidson Full time $60,000 - $80,000 per year

About the Company

Davidson is partnering with a federal government client seeking up to four proactive and customer-focused Call Centre Operators to support the launch of a new government initiative - the SMS SenderID Register. These roles sit within the Customer Service Centre, part of the ICT Business and Support Services Section, and are critical to delivering high-quality service to the public and supporting the broader operations of our client.

About the Role

The Call Centre Operator will be responsible for responding to enquiries from external customers regarding the SMS SenderID Register. This includes managing communications across multiple channels such as phone, email, web forms, fax, and mail. The role requires assessing the nature of each enquiry, determining whether it falls within our client's jurisdiction, and either resolving it directly or escalating it to the appropriate internal team.

Key responsibilities include:

  • Customer service delivery
    : Provide responsive and professional support across five communication channels.
  • Enquiry triage
    : Assess and categorise incoming enquiries to determine appropriate action.
  • Escalation management
    : Identify and escalate complex or out-of-scope enquiries to relevant internal teams.
  • Administrative support
    : Assist with administrative tasks to support the operations of the Customer Service Centre.
  • Record keeping
    : Maintain accurate records and adhere to established procedures and guidelines.

About You

To be successful in this role, you will bring:

  • Experience in a customer service or call centre environment, ideally within government or regulated sectors.
  • Strong communication skills with the ability to manage enquiries across multiple channels.
  • Proven ability to assess and triage customer enquiries effectively.
  • High attention to detail and commitment to maintaining accurate records.
  • Ability to follow procedures and escalate issues appropriately.
  • A proactive and professional approach to customer service.
  • Able to undertake Criminal History Check
  • Australian Citizen

Benefits

  • $30-$40 p/hr + Super
  • Located in Canberra
  • Contracted Government Role

How to Apply
Please apply with current resume in Microsoft Word format only (.doc or .docx), quoting reference JN Want to know more about Davidson?

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