Customer Support Officer x 20 | Contact Centre | NSW State Government

Location: Liverpool
Job Type: Temporary
Reference: JO-2002-188351
Salary: $0 - $29 per annum
Our NSW State Government client is responsible for the delivery of services to some of the communities most disadvantaged families, and Individual across NSW. They provide services to people who are homeless or have become homeless. 

Currently they are seeking multiple empathetic Customer Support Officers with high volume Contact Centre experience (Preferred but not necessary) to join their growing team in Liverpool. These roles are a 2-3-month temporary assignment, with a potential to extend.

Reporting to the Manager, you will be required to work across a rotating roster of 8am - 6pm Mondays to Friday's. As a Customer Support Officer, you will be responsible for providing a wide range of customer support and administrative services to ensure effective delivery of business outcomes  

The Role:
  • Provide high level professional and empathetic customer service in a high-volume call centre environment
  • Respond to customer inquiries within a timely and accurate manner
  • Provide information to customers regarding products and services available to meet their immediate and complex needs, whilst educating and creating community awareness  
  • Makes an assessment based on the information provided to determine eligibility
  • Initiate, coordinate and prioritise actions in response to customer calls
  • Undertake outbound calls to vulnerable clients to facilitate completion of adhoc projects as well as client well-being checks
  • Capture, process and log all call records
  • Records and database management, ensuring accuracy, integrity and confidentiality
  • Follow up on referrals, applications and tenancy related issues facilitating the resolution of customer complaints
  • Prepare correspondence and reports
  • Ensure compliance with best practice, standards and legislation

Required Skills: 
  • Previous experience working within a high-volume call centre environment
  • Demonstrated experience working within a sensitive/complex environment
  • Professional and resilient with a strong customer service delivery focus and empathetic nature
  • Impeccable communication skills, both verbal and written
  • Superior organizational skills with the ability to multi-task and priorities conflicting and tight deadlines
  • Strong computer literacy and proficiency with MS Office suite
  • High attention to detail
  • Flexible to work between the hours of 8am - 6pm Monday to Friday across a rotating roster
  • Willingness to undergo a National Police Check
  • Ability to commence and commit to the duration of the assignment

For more information about the role or have a confidential conversation please call Zach on 0432 633 242