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Customer Service Enquiry Officer

Location:

Sydney

Work type:

Contract

Classification:

Call Centre & Customer Service

Salary:

$30 - $35 per day

Job reference:

JO-1906-530833

Start date:

2019-06-03

Contact email:

manisha.bakhru@talentinternational.com

Advertiser:

Manisha Bakhru

Customer Service Enquiry Officer

NSW Government Organisation
Contract until September with a view to extend
Burwood Location


Talent International is working in partnership with a government organisation in assisting in sourcing a Customer Service Enquiry Officer on a contract based in Sydney.
The Customer Service Enquiry Officer: responds to a broad range of basic enquiries, using computerised systems, defined processes and scripted knowledge to deliver information effectively and efficiently; and, initiates or supports outbound calls on an event-driven and pre-scripted basis to support the Solution Centre and its clients.


Key accountabilities
* As the first point of contact for basic internal and external customer enquiries, provide quick, simple
responses using standard work instructions and validated, pre-prepared and supplied knowledge and scripts.
* Handle and resolve a high volume of calls in a fast-paced contact centre environment, while providing consistently good customer service. If unable to provide information or response, quickly escalate enquiries to the appropriate person or team to ensure their timely and effective resolution
* 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
* Achieve required performance levels, including customer service, call closure rate, call handling time, first contact resolution rate and others as defined
* Contribute to a team environment of knowledge and information sharing
* Provide feedback and information on customer service and service delivery initiatives and activities and provide support as required to enable an environment of continuous improvement
* Provide relief or other support as required
* Live the NSW Public Sector and organisational values to achieve outstanding outcomes for the organisation and customers


Essential Criteria
* Experience in a high-volume, fast-paced, mid-sized contact centre environment
* Intermediate level computer skills in a service environment
* Ability to build rapport, understand customer requirements and adapt to provide best available service approach from first contact
* Demonstrated ability to manage available time and required output in a fast-paced environment


To apply for this opportunity, please submit your application in Word format only by clicking the "APPLY NOW" button below.



 

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