Company Description
We're a diverse team of over 13,000 people across 11 countries with a shared purpose - to Enable Better Lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.
Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health and wellbeing, and increased social participation.
When you join APM, there's an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services.
At APM we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples, the LGBTQI+ community and people with a disability.
Job Description
Customer Service Officer (Communities)
Are you passionate about delivering exceptional customer experiences? Do you thrive in fast-paced environments and bring empathy, integrity and results-driven energy to every interaction? If so, we want you on our team
About the Role
As a Customer Service Officer, you'll be the first point of contact for our valued customers, scheduling appointments, resolving queries, de-escalating challenging situations and ensuring every interaction leaves a positive impression. You'll work across multi-site teams, using telephony and CRM systems to navigate complex environments with precision and care.
Thinking about applying? Here's what we're looking for:
* Proven experience in de-escalating tense or challenging customer interactions.
* Familiarity with CRMs 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.
* A collaborative team player who thrives in multi-site team environments.
* Exceptional attention to detail and organisational skills.
Working as part of this team, you will: -
* Actively seek to understand customer needs during inbound calls and proactively engage with customers 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, whether it's new systems, procedures or customer behaviours.
* Uphold the highest standards of conduct, aligning with our values and culture in every decision and interaction.
Enjoy our employee benefits
* Worklife balance, no weekends
* Access to purchase additional leave
* Discounted health insurance
* Car leasing packages
* Paid Parental Leave
* Service recognitions
* Ability to experience the various APM Group Human Services brands to broaden your skill set and career growth
If you're ready to make a meaningful impact and grow your career in customer service, we'd love to hear from you.
As part of the application process, you'll need to complete a short assessment that simulates the responsibilities of the role, please complete this as soon as possible so we can contact you for an Interview
You will be required to complete or provide the below, if successful at Interview: -
* NDIS Worker Screen Check
* National Police Check
We encourage applications from Aboriginal and Torres Strait Islander peoples and from people with a disability.
Apply now and bring your best self to a team that values excellence, empathy and adaptability.
Applications will be reviewed as they are received.
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At APM, we celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from people of all ages, nationalities, abilities, and cultures, including Indigenous peoples, the LGBTQI+ community, and people with disabilities.