Customer Support Officer

Role Summary:

The NSW gov department – Support Teams are looking for a Customer Support Officer to join their fast-paced teams.

The role operates as part of a support desk;
- For users of the NSW Planning Portal
- As well as for general enquiries from customers and key stakeholders of the department

The teams are the first points of contact for internal planners, council users, developers, certifiers, and the public. The nature of these enquiries includes general matters, user issues that the team investigate as first point of contact and determine the type of fix and if that then requires to be escalated to our technical team.

Key Responsibilities:

- Troubleshoot and triage user and system issues via multiple channels.
- Escalate Issues for further investigation and resolution to our technical team.
- Take inbound calls, make outbound calls, respond to emails and webforms.
- Identify key issues and trends for escalation to senior management.
- Triage enquiries, complaints efficiently and assist with general advice relating to exhibitions, policy, Major Projects, triage enquiries and resolve complaints.

Candidates will need to demonstrate:

- An ability to provide high quality friendly customer service.
- The capacity to work independently as well as with a team
- Excellent verbal communication skills
- The candidate must also be able to manage their time in a structured manner.
- The successful candidate must be able to demonstrate clear writing skills.
- Escalate issues in a timely manner to ensure a positive outcome and that KPI’s are met.
- A Proactive attitude to team collaboration.

Required skills:
- Previous support experience or have worked in a customer focussed environment.
- Previous experience in CRMs such as PEGA, Salesforce, Jira, Fresh caller.
- Microsoft Office - Word, Excel, PowerPoint, Outlook, Teams/Skype.
- Interest in the NSW Planning system or previous government / council experience with the planning process would be ideal.

Must have Australian citizenship or Permanent Resident and should be residing in NSW.

Benefits of contracting through The Recruitment Company:

• Best Agency to Work for in Australia 3 years in a row (Great Place To Work)
• A dedicated Contractor care manager for you
• Over 1000 positive reviews – 97% say we’re ‘exceptional’
• Award-winning contractor benefits package
• Leading NSW Government supplier since 2004
• Discounted training and certification
• We can cover you for PI and PL insurance
• The BEST Christmas in July party in Australia

How to apply:

Click APPLY and send your CV to Deepika who is recruiting for this role.

Due to the immediate start, we will submit CV's as they come in, send your CV now to be considered.