10 x Customer Support Officers - Incident Response | NSW State Government
10 x Customer Support Officers - Incident Response | NSW State Government
Contract Type:
Full Time
Location:
NSW Other - NSW
Industry:
Call Centre & Customer Service
Contact Name:
Renee
Contact Email:
Renee@alexanderappointments.com.au
Contact Phone:
(02) 9659 4411
Salary Type:
Hour
Date Published:
07-Feb-2025
- $33.96 - $35.19 per hour + Super| 40hours per week
- NSW State Government | WFH and attend Parramatta Office once per fortnight
- ASAP Start | Estimated 6weeks temp assignment, strong potential to extend
About the Company
Our large NSW State Government client serves the community by leading the provision of world-class education, connecting all stages from early childhood to tertiary qualifications across the NSW community.
About the Role
They are currently seeking 10x Customer Support Officers to join their Contact Centre team working predominantly from home with the requirement to attend their Parramatta Office once a fortnight. These are an estimated 6-week temporary assignments, with a strong potential to extend.
Working within the Health and Safety Directorate, you will be the first point of contact, within a high volume contact centre environment receiving on average 600-1000 reported incidents per day from schools across the state, covering 80 different categorisations, assessing and triaging to ensure optimal and efficient outcomes.
Responsibilities
- Act as the first point of contact, triage and respond to incident notifications
- Provide high level, professional and empathetic customer service
- Respond to incidents and inquiries from customers in a high-volume call environment
- Answer call and email inquiries within a timely and accurate manner
- Accurately capture information provided at the point of call
- Gather and collate information to support informed decision making outcomes
- Receive, capture and process incidents/information into the database
- Review, assess and scrutinise reported incidents, evaluate and determine categorisation, escalating as appropriate
- Records and database management ensuring integrity, accuracy and confidentiality
- Adhere to Contact Centre daily and monthly KPI’s
- Ensure compliance with legislative requirements
About You
- Professional, empathetic yet confident with a customer service delivery focus
- Impeccable communication skills, both verbal and written
- Superior organisational skills and ability to multi-task and prioritise conflicting deadlines
- High attention to detail with the ability to process complex and confronting information quickly and effectively to ensure the protection and well-being of vulnerable individuals
- Solid analytical, investigation, problem solving and conflict resolution skills
- Strong computer literacy and proficiency with MS Office Suite
- Passionate and eager to make a difference within the NSW community
Requirements
- Demonstrated Call Centre, Customer Service and Administration experience
- Proven experience working within a fast paced, high volume call centre environment
- Resilience and previous exposure to confronting, serious and complex information
- Reliable remote internet access
- Valid Working With Children’s Check and willingness to undergo a National Police Check
- Ability to commence immediately, with no notice period and commit to the duration of the assignment
How to Apply
Applications will be reviewed within 48 hours of the job posting. Please apply by submitting your resume (in Word format) via the “Apply Now” tab to be considered for the role. Only suitable applicants will be contacted.
For other similar roles currently available, please go to our jobs page https://www.alexanderappointments.com.au/job-results
We also encourage you to visit our website and create a job alert that will immediately flag you when new opportunities appear https://www.alexanderappointments.com.au/job-alerts
Similar jobs
STAY UP TO DATE
SYDNEY
MELBOURNE
BRISBANE
CANBERRA
ADELAIDE
PERTH
REGIONAL AUSTRALIA
PRIVACY POLICY | POWERED WITH 💙 by Shazamme