Job: - Call or Contact Centre Operator
Duration: - 4 Months
Location: - Goulburn (5 days on site initially until fully trained, then 2 days in office)
Notice Period: - ASAP or 1 week notice period
We are looking for an experienced
Call or Contact Centre Operator
for one of the NSW government clients.
Required skills
* Strong experience in
providing consistently high-quality customer service by interpreting and resolving first-contact enquiries from internal customers and external vendor, public, and industry enquiries in a fast-paced shared services environment.
* Have the experience of
working as a key escalation point between internal/external customers relating to Procurement activities across the cluster.
* Must be able
to communicate with customers in a courteous and empathic way, demonstrating a willingness to assist and a commitment to providing high-quality service.
* Proficient in processing
a range of transactions across the service line accurately and efficiently, referencing shared service knowledge articles to ensure the transaction is consistently executed accordingly to requirements.
* Strong skills in effectively using
a range of computerized systems, technology and telephony solutions to undertake work tasks, triage, refer or escalate work tasks, enter data and maintain up to date records in order to facilitate work allocation, performance analysis and service improvement
* Working knowledge in
escalating more complex enquiries and transactions to ensure the timely and effective resolution of issues, providing feedback to the customer to ensure they are aware of the progress of their enquiry and/or transaction and working across more than one service line where required in order to meeting operational needs.
* Must be able to achieve the required shared services performance levels in terms of customer satisfaction, efficiency and effectiveness of services provided.
* Must have the ability to participate in regular quality assessments and in operational and performance discussions
Visa Status and Security Clearance
* Candidates with full
Australian working rights can apply for this role.