**Job Details**:
**Location**
Sydney
**Salary**
AU$30 - AU$32.16 per hour
**Job Type**
Full Time
**Ref**
BBBH97549_1673843079
**Contact**
Jessica Abboud
**Posted**
about 3 hours ago
Talent International are currently recruiting for multiple Call Centre Customer Service officers to work for a NSW Government organization based in Gosford / Work from home once fully trained. These positions will be initial 6 month contract positions with the view to be extended. The base pay rate is $32.16 per hour plus superannuation.
The successful contractors will be working on a 7am-7pm rotating roster Monday to Friday. The working hours will be up to 7 hours per day / 35 hours per week. The successful contractors will be placed on a 2 week rotating roster - they will work the same shift for a 2 week period and will then transition to another shift. They will never work the same shift for 2 consecutive rosters.
**Primary purpose of the role**
- To Provide high quality generalist customer service as the first point of contact for contact centre customers.
- Receive inbound calls, obtain necessary information and utilise generalist knowledge to transfer customers to appropriate contact centre specialists in a courteous, accurate and efficient manner.
- Undertake administrative work as required to support the provision of high-quality service delivery.
**Key Responsibilities**:
- Utilise generalist knowledge and training to handle and share information with contact centre customers.
- Create a positive relationship in all customer interactions across all interaction channels, maintaining a professionally courteous and friendly manner. Ensure client satisfaction as a priority as assessed and monitored through customer feedback.
- Provide accurate, effective and high-quality customer service consistent with the organisations vision, mission, values and business requirements as assessed by internal quality reviews.
- Develop and maintain a thorough knowledge of information resources and operating practices and procedures.
- Provide in-scope enquiry resolution for inbound calls either by reference to the digital channel or by transfer to a senior specialist.
- Provide out-of-scope enquiry resolution for inbound calls by transfer or referral to the appropriate external agency or organisation.
- Provide enquiry resolution, update records and complete transactions for basic contact centre specialist agency services.
- Acknowledge and accurately record customer complaints. Escalate unresolved issues through appropriate channels.
- Accurately create, update and maintain customer, interaction and transaction records.
***
- **Essential Requirements to be Successful**:
Must have excellent written and verbal communication skills
Previous gov experience is preferred but not required
Intermediate computer skills required
- Typing
Using mouse and monitor
Proficient in Microsoft office suite, particularly Outlook and Teams
Specific software will be taught however contractors need to be technically savvy and have the ability to pick up systems quickly