Position
Customer Service Operator – EastLink Customer Contact Centre.
Responsibilities
* Provide courteous, high‐quality responses to customer enquiries via telephone and email.
* Handle inbound calls, provide information, and resolve queries related to EastLink products and services.
* Access and update relevant system applications (account enquiries, payment methods, concessions, trip calculations, campaign and product enquiries).
* Verify customer identity, process transactions to defined service standards and key performance indicators.
* Investigate and resolve enquiries within role authority, including negotiation of conflicts.
* Display behaviours aligned with EastLink values and protect brand reputation.
* Apply policies, procedures, and work instructions as provided.
* Participate in orientation and training of team members, support projects and initiatives for quality improvement.
* Maintain positive working relationships with colleagues and customers.
Qualifications and Requirements
* Year12 or equivalent; Certificate III/IV in Customer Service or Telecommunications (Call Centres) preferred.
* Experience in telephone–based and customer‐service environment.
* Accurate data entry and numeracy skills.
* Proficiency with computers and related technologies.
* Strong problem‐solving, communication and customer‐service skills.
* Ability to work independently and within a team, handle multiple locations, and meet occupational health and safety standards.
Key Competencies
* Personal responsibility, self‐directed initiative, and ability to work under minimal supervision.
* Adaptability to changing business needs and effective decision‐making under ambiguity.
* Strong attention to detail, compliance with policies, and commitment to work quality.
* Excellent verbal communication, interpersonal skills, and ability to build relationships.
* Ability to manage time, stress, and maintain optimism under pressure.
Other Requirements
* Current security pass eligibility and willingness to travel between locations.
* Good knowledge of Microsoft Office and call‐centre systems.
* Physical ability to operate a computer workstation for prolonged periods.
Benefits
* Competitive remuneration governed by the ConnectEast Customer Operations Employees Collective Agreement.
* Superannuation, paid leave (including flexible working hours, part‐time, job share, paid time in lieu, 48/52 leave).
* Health & Wellness Program, employee assistance, social club, discount employee benefits, subsidised study fees.
* Employee tolls reimbursement and fruit in the workplace.
Location and Hours
Head Office, Ringwood, Melbourne – 7:00am to 6:00pm, Monday to Friday. Part‐time or casual shifts as required.
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