Your role:
You will be responding to enquiries from existing Western Australia based members customers contacting a government agency. A strong emphasis is placed on customer reassurance, professionalism, and clarity during first contact, delivering a high-quality triage service.
Responsibilities:
• Deliver real-time call answering, ensuring customers are acknowledged and triaged effectively, even when full resolution is deferred.
• Agents must consistently apply triage protocols, accurately log interactions in Genesys Cloud, and route enquiries to the appropriate internal teams.
• Adhering to high compliance and quality standards
• Listen to feedback and adjust delivery responses aligned to the client requirements
Preferred Skills:
• Genesys experience ideal however utilisation of other tier 1 call centre solution is required
• Excellent verbal & written communication skills.
• Ability to enter accurate notes for each call and follow training protocols
• Computer Literacy
• High attention to detail.