The Customer / Client Services Officer is responsible for providing customer and / or client services. Rotating Roster 7am-7pm , Told your roster every 4 weeks
| Typical Duties and Responsibilities | The Customer / Client Services Officer will be responsible for the following, but not limited to: - Interpret callers' requirements, redirect calls to the appropriate area and respond to straight forward queries;
- Acting as an escalation point for more experienced Customer / Client Services Officers, to assist in the re-direction and resolution of queries;
- Have some accountability for the quality of outcomes;
- Updates databases to reflect changes to the status of customers and prospective customer;
- Arranges the dispatch of goods, information kits and brochures to customers and interested parties; and
- Any other duties incidental to the above.
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| Experience / Knowledge / Skills | - Familiarity with ticketing / case management systems;
- Ability to work within established routines and guidelines;
- Carries out their assigned duties under general direction;
- The ability to communicate, written and verbally, clearly and effectively with all levels of internal staff and external clients; and
- May be required to check the work or provide guidance to other employees at a lower level or provide assistance to less experienced employees at the same level.
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| Qualifications | You usually need prior experience in a call centre or a customer service role to work as a Call Centre or Contact Centre Officer. While formal qualifications aren't essential, a certificate III in customer contact or engagement or another related field may be useful. |
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