Customer Services Support Officer

Our NSW Government client is hiring for multiple highly capable Customer Services Support Officers to join the organisation in Newcastle. The primary purpose of the role is to respond to multi-channel customer enquiries as the first contact, as well as to process transactions using defined processes, computerised systems, telephony and technology solutions. This will support effective and efficient delivery of tier 0 and 1 services to a range of internal and external customers. This role is a mixture of call centre, inbound calls and dealing with transactional tasks.

Role Title: Customer Services Support Officer

Contract Length: Mandatory start date of the 29th of April, with a ranged end date of the 14/06/24 to 05/08/24.

Hourly Payrate: $34.58 + Super p.h.

Location: Newcastle, 2302 (Tuesday and Thursday - after initial training with requirements for it to be fully face to face in office)/WFH Hybrid.

Role Requirements:

• 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.

Key Challenges:

• Processing a high volume of varied transactions and enquiries within the service line, while maintaining high levels of customer service.
• Delivering consistent quality customer service while working with customers across various channels, and with fluctuating volumes and demands.
• Working independently to achieve individual performance levels as well as part of a team to contribute to overall service performance and improvement.

Experience & Skills:

• 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.
• Good written and verbal skills are required.
• Familiarity with MS Office 365.
• 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.

Candidates must be based in the Greater Newcastle Area and must possess existing full working rights in Australia.

If you feel this opportunity matches your skills and previous experiences, please apply with your CV.