AddressThe role will be assisting in providing friendly, responsive, accurate and consistent information to the Inner West diverse and growing community.
Inner West Council are seeking an experienced Customer Service Officer to work within the contact centre, front counter and administration departments. The role can be worked over 3-5 days however we would ideally like someone who can cover between 1000 - 1500.The role will be assisting in providing friendly, responsive, accurate and consistent information to the Inner West diverse and growing community.
You will have experience across a broad range of Customer Service and administration skills including superior face to face Customer Service, call centre, excellent communication within a dynamic, high volume and multi-channel team and able to work independently. You will also be competent in computer based data processing, word processing and spreadsheets and have high attention to detail. This role will require you to have the ability to drive as we have 3 service centres within Council area.
Essential Criteria:
- Superior Customer Service skills and demonstrated experience working in a dynamic, high volume, multi-channel team with a passion for Customer Service excellence.
- Demonstrated ability to operate effectively across multiple functions within a Customer Service team, with ability to achieve quality standards and a commitment to first contact resolution.
- Ability to work autonomously with minimal supervision to achieve service standards.
- Excellent communication skills both written and verbal, with the ability to explain complex information to customers in an easy-to-understand and commitment to achieving results within a quality management framework.
- Superior active listening skills, ability to show empathy and build rapport with a diverse range of customers.
- Solutions focused with the ability to problem solve quickly, and to adapt to changing requirements.
- Proven ability to effectively use multiple computer programs to provide accurate, consistent and complete information or solutions to customers.
- Ability to multi-task, prioritise and manage time effectively.
- Demonstrated knowledge and a commitment to implement EEO, WH&S and risk management principles.
- Relevant qualification (e.g Certificate IV in Call Centre and/or Certificate in Administration etc).
- Experience in cash handling and end of day processes.
- Appointment as a Justice of the Peace or willingness to apply if required.
- Ability to speak a second language.
General
- Provide friendly, responsive, accurate and consistent information, advice and service to Inner West Council customers via the contact centre, front counter and administrative functions, in accordance with Council’s procedures, policies and service standards.
- Develop positive and collaborative working relationships within the team and across Council to ensure the highest standards of service delivery are maintained at all times.
- Consistently meet and/or exceed established Customer Service targets.
- Continually improve processes and systems that contribute to achieving business objectives and excellence in Customer Service.
- Accurately capture requests, complaints and applications in corporate systems and other databases in accordance with Council’s procedures, policies and service standards.
- Manage customer enquiries, requests for service and complaints and provide appropriate solutions and/or alternatives to maximize satisfaction and only escalate where required.
- Ensure positive and professional personal presentation at all times.
- Remain aware and knowledgeable of Council services, programs and events.
- Build, maintain and enhance effective lines of communication and working relationships with other sections of Council.
- Participate and contribute to Customer Service team meetings, and other meetings as required.
- Actively participate in self-learning, on-the-job training and formal learning opportunities (which may be outside normal business hours).
- Promote Council's suite of online services.
- Act as a positive and professional ambassador of Council at all times.
- Other duties as directed by the Team Leader Customer Service and/or Manager Customer Service.
- Answer all incoming customer calls in a friendly, professional and efficient manner including conducting follow up/outbound calls as required.
- Accurately record customer requests in the CRM system.
- Monitor call volumes and take proactive steps to ensure all calls are answered within adopted service standards.
- Provide back up to administration and front counter functions as required.
- Undertake front counter responsibilities (including customer requests, applications, complaints, deliveries, visitor management, or other activities) to ensure transactions are processed in a timely, accurate and effective manner.
- Ensure the Customer Service area is safe and in a tidy and presentable state at all times, including ensuring notice boards and other displays are maintained at all times.
- Receipting of payments, end of day balancing and reconciliation.
- Provide back up to administration and contact centre functions as required.
- Undertake administrative responsibilities (including customer requests, applications, complaints, payments or other activities) to ensure transactions are processed in a timely, accurate and effective manner.
- Utilise manual/computer systems to manage information flow between customers and Council ensuring information is accurate and appropriate.
- Provide back up to front counter and contact centre functions as required.
If you are interested in this role, apply now with your resume and cover letter
