Job: - Call or Contact Centre Operator
Duration: - 4 Months
Location: - Goulburn, NSW (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
* Demonstrated knowledge and/or experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment
* Demonstrated ability to
adapt and to learn and implement new processes and procedures as new technology, service requirements and work methods emerge.
* Demonstrated ability to
take ownership of customer experience and to build rapport, understand customer requirements and to provide best possible service approach from first contact.
* Experience
using multiple computer-based systems and ability to learn new systems
with ease.
* Proficient in processing a high volume of varied transactions and enquiries within the service line, while maintaining high levels of customer service
* 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
* Must have the ability to participate in regular quality assessments and in operational and performance discussions
Responsibilities
* 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.
* Working as a key escalation point between internal/external customers relating to Procurement activities across the cluster.
* 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.
* Achieving the required shared services performance levels in terms of customer satisfaction, efficiency and effectiveness of services provided.
Visa Status and Security Clearance
* Candidates with full
Australian working rights can apply for this role.