Contact Center Agent

2 days ago

Melbourne, Victoria, Australia VISGLOBAL Full time $60,000 - $80,000 per year

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.

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