20 x Customer Support Officers - Parramatta, Australia - Alexander Appointments Pty Ltd

Description

• $34.01 per hour + Super | 35hours per week, 7am-7pm Mon-Fri Rotating Roster
• NSW State Government | Hybrid – Parramatta + WFH
• Commencing 29th April 2024 | Estimated 5-month assignment, potential to extend

About the Company
Our large NSW State Government client functions as a service provider to support sustainable government finances, major public works and maintenance programs, government procurement, information and technology, corporate shared services, consumer protection as well as land and property administration.

About the Role
They are currently seeking multiple Customer Support Officers with Contact Centre experience to join their team in Parramatta. This is an estimated 5-month temporary assignment, with a potential to extend.

You will be required to work a rotating roster between the hours of 7am-7pm Monday to Friday excluding Public Holidays. You will be placed on a 4-week rotating roster, where you will work the same shift for a 4 week period and then will transition to another shift.

Reporting to the Manager, you will be required to act as the first point of contact for the iCare business line. You will provide high level professional customer service in triaging calls to achieve Departmental objectives;

Responsibilities

• Act as the first point of contact, providing high level, professional customer service
• Respond to enquiries, in an accurate and timely manner
• Receive high-volume inbound calls, operating contact centre telephony and other communication systems
• Obtain all necessary information to redirect calls to the appropriate contact centre specialist
• Acknowledge and accurately record customer complaints, provide complaint resolution outcomes
• Gather, collate and investigate enquiries to resolution
• Escalate complex complaints to Senior Team Members
• Capture, process and lodge accurately customer information and transaction records into the database
• Complete and process basic transactions
• Generating correspondence and mail outs
• Records and database management, ensuring high integrity, accuracy and confidentiality
• Contribute to continuous improvement initiatives
• Comply with all privacy and confidentiality legislative obligations, ensuring information integrity is not compromised
• Adhere to Contact Centre daily and monthly KPI's

About you

• Impeccable communication skills, both verbal and written
• Empathetic nature with remarkable interpersonal skills
• Professional, resilient and confident with a customer service delivery focus
• High attention to detail
• Superior organisational skills with the ability to multi-task and prioritise conflicting deadlines
• Strong computer literacy and proficiency with MS office suite

Requirements

• Minimum 2-3 years high-volume contact centre experience
• Experience in Workers Compensation or Insurance industries, advantageous
• Understanding of Workers Compensation
• Flexibility to work a rotating roster between the hours of 7am – 7pm, Monday to Friday
• Willingness to undergo a National Police Check
• Reliable remote internet access and ability to work unsupervised
• Ability to commence on 29th April 2024 and commit to the duration of the assignment

How to Apply
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