Overview
To ensure the best match for this role, all applicants are required to complete a short skills assessment powered by Vervoe. This assessment is designed to simulate real responsibilities of the position — giving you the opportunity to shine beyond your resume. Once you submit your application, your assessment link will be sent to you immediately via email, so keep an eye on your inbox!
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.
Responsibilities
* 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.
Qualifications
* 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.
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.
Pre-employment
This position is contingent upon the successful completion of all mandatory pre-employment checks, which may include background verification in accordance with applicable laws and company policy. 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.
Ready to take the next step? Submit your application today and complete your Vervoe assessment as soon as it lands in your inbox - candidates who complete it promptly will be prioritised for interview. Don't miss your chance to stand out. Apply now!
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