Address
Form of work $28.50 - $34.50 p/h + super
6 month contract
Glen innes location
Shared Service Support Officer | 6 month contract | Up to $38.12 p/h Incl. super
$28.50 - $34.50 p/h + super
6 month contract
Glen innes location
About the Company
This NSW government agency is a major service provider who strives to deliver a more consistent and innovative experience within the development of New South Wales government. Our client is looking for a Shared Service Support Officer to respond to multi-channel customer enquiries at first contact.
About the Role
Provide consistently high-quality customer service by interpreting and resolving first-contact enquiries from internal customers and external vendor, public, and industry enquiries in a fast-paced shared services environment.
Communicate with customers in a courteous and empathic way, demonstrating a willingness to assist and a commitment to providing high-quality service.
Process a range of transactions across the service line accurately and efficiently, referencing shared service knowledge articles to ensure the transaction is consistently executed accordingly to requirements.
Escalate more complex enquiries and transactions to ensure the timely and effective resolution of issues, providing feedback to the customer to ensure they are aware of the progress of their enquiry and/or transaction and work across more than one service line where required in order to meeting operational needs.
Achieve the required shared services performance levels in terms of customer satisfaction, efficiency and effectiveness of services provided.
Effectively use a range of computerised systems, technology and telephony solutions to undertake work tasks, triage, refer or escalate work tasks, enter data and maintain up to date records in order to facilitate work allocation, performance analysis and service improvement.
Meet individual KPI's as assigned and work cooperatively within a team, helping to achieve team objectives by contributing to a team environment of knowledge and information sharing, continuous improvement, and skill and capability development.
Participate in regular quality assessments and in operational and performance discussions.
About You
Demonstrated knowledge and/or experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment.
Demonstrated ability to adapt and to learn and implement new processes and procedures as new technology, service requirements and work methods emerge.
Demonstrated ability to take ownership of customer experience and to build rapport, understand customer requirements and to provide best possible service approach from first contact.
Experience using multiple computer-based systems and ability to learn new systems with ease.
Benefits of contracting through Ashdown People
5th largest supplier to the NSW Government
Get paid weekly
Rated 4.9/5 on Google Reviews with over 600 5* reviews for candidate feedback this year
Offer Insurances for ABN Contractors
Consistent communication & transparency
Detailed onboarding & support
Please apply if you are interested. Please note, only shortlisted candidates will be contacted. If you have any questions, please contact grace@ashdownpeople.com.au or call 0490767604
