Customer Service Officer (Communities)
We are looking for a dedicated and empathetic customer service professional to join our team. If you thrive in a fast‐paced environment and enjoy delivering exceptional customer experiences, we want you on our team.
About The Role
As a Customer Service Officer, you will be the first point of contact for our valued customers, scheduling appointments, resolving queries, de‐escalating challenging situations and ensuring a positive impression with every interaction. You will work across multi‐site teams, using telephony and CRM systems to navigate complex environments.
Qualifications
* Proven experience in de‐escalating tense or challenging customer interactions.
* Familiarity with CRM systems and customer databases; confident navigating multiple systems.
* Background in a complex call centre or fast‐paced retail environment.
* Experience working with KPIs and performance targets.
* Excellent interpersonal skills with genuine empathy for people.
* Strong problem‐solving and critical‐thinking ability.
* Collaborative team player who thrives in multi‐site team environments.
* Exceptional attention to detail and organisational skills.
Responsibilities
* Actively seek to understand customer needs during inbound calls and proactively engage to schedule appointments.
* Process detailed information consistently and accurately, ensuring nothing slips through the cracks.
* Absorb new information quickly and apply it effectively to improve performance and service delivery.
* Take direct action to meet and exceed objectives, always striving for excellence.
* Perform under pressure with composure, resilience and professionalism.
* Remain fully functional and focused in changing environments, including new systems, procedures or customer behaviours.
* Uphold the highest standards of conduct and align with our values and culture in every decision and interaction.
Benefits
* Work‐life balance – no weekends.
* Access to purchase additional leave.
* Discounted health insurance.
* Car leasing packages.
* Paid parental leave.
* Service recognitions.
* Opportunities to broaden skill set and career growth across APM Group Human Services brands.
Employment Verification
This position is contingent upon the successful completion of all mandatory pre‐employment checks, which may include background verification in accordance with applicable laws and company policy.
Following a successful interview you will be required to provide the following:
* NDIS Worker Screen Check
* National Police Check
Equal Opportunity
We encourage applications from Aboriginal and Torres Strait Islander peoples, people with a disability and all other candidates regardless of age, nationality, gender, sexual orientation, religion or other protected characteristic.
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