Customer Service Assistant

About Melaleuca

Melaleuca Australia (Melaleuca) is a specialist organisation that supports humanitarian entrants, migrants and people from culturally and linguistically diverse (CaLD) backgrounds of all ages, settling in the NT of Australia, through the provision of a suite of specialists services.

We also offer generalist employment services as a Workforce Australia service provider, under an alliance arrangement with AMES Australia, to enhance and improve economic participation through supporting individuals into meaningful employment. 

• Be part of a highly supportive and friendly team environment, where everyone is made to feel welcome!
• Melaleuca has a great culture - we embrace diversity and inclusion and contribute to making a real difference in the lives of our clients and the community we live in.

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SEEKING A FULL TIME CUSTOMER SERVICES ASSISTANT TO JOIN OUR TEAM

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About the position
The Customer Service Assistant is responsible for the efficient operation of our switchboard, providing high level Customer Service to staff, visitors, clients and stakeholders, with the ability to multitask and provide administration support in line with company policies and procedures.

Switchboard operation:

• Answering incoming calls from staff, visitors, clients and stakeholders.
• Ensure all communication is promptly answered and all calls efficiently transferred to the appropriate staff member/team.
• Place outgoing calls when required.
• Ensure messages are recorded accurately and sufficient details are gathered.
• Provide information about services.
• Operate assigned tools for the role such as telephone, ITC and capture required relevant data. 
• Action identified tasks within Employment Services that provide immediate service to the client.

Customer service:

• Provide a professional, pleasant and efficient communication service to staff, visitors, clients and stakeholders, including good listening skills.
• Direct clients who call to the appropriate services. 
• Be respectful to all clients and be mindful of the cultural and social influences that each individual may present.
• Maintain professional relationship with internal and external stakeholders at all times, including clients.
• Work collaboratively with team members to ensure relevant information is shared in a timely manner.

Administration support:

• Assist with reception/organisational administrative duties as needed.
• Maintaining tidy and organised digital filing system for messages and follow up.
• This role may be required to travel to alternate sites to support organisational needs.
• Maintain current knowledge Melaleuca policies.
• Ensure all duties are performed to high quality standards reflecting policy, procedure and practice standards.

Information for you

• Full time position - Monday-Friday
• Business hours are 8:30am to 5:00pm
• Based in Darwin, working across our other sites in Casuarina and Palmerston site as needed
• Comprehensive and ongoing training and support is provided
• 11% superannuation
• 4 weeks annual leave plus leave loading
• Salary packaging benefits
• Access to employee assistance provider

Selection Criteria - essential:

1. Proven work experience as a telephonist/administration assistant or similar role
2. Strong phone contact handling skills and active listening
3. Fast typing speed 50-60wpm 
4. Excellent written and verbal communication skills (English)
5. Demonstrated authentic Customer Service skills with the ability to work under pressure and multi-task
6. Strong organisation skills with a problem-solving attitude and attention to detail
7. Demonstrated experience with office management software including MS Office (MS Excel and MS Word, specifically) and similar platforms
8. High school diploma; additional qualifications in office administration are a plus

Licences/clearances - essential:

1. Current NT Ochre Card (Working with Children clearance)
2. Satisfactory national criminal history report
3. Current NT driver licence

Our values:

• Belonging - creating a sense of community where everyone is welcome and feels included.
• Compassion - practicing empathy and kindness towards everyone. 
• Ethics - upholding our moral obligations to each other, the individuals we serve and the community.
• Respect - accepting each person as a unique individual.
• Responsibility - being held accountable for what we do and how we do it from beginning to end.

IMPORTANT **HOW TO APPLY**                      

If this role is of genuine interest, your application will need to include:

• A copy of your current resume; AND
• A covering letter addressing the Selection Criteria outlined above and your relevant experience.

Position available for immediate start - interviews will be held on a rolling basis with preferred candidates.

A copy of the Position Description can be downloaded from our website: Employment | Melaleuca Australia

Please email your application to: ***********@melaleuca.org.au