APS3 Call Centre Support Officer

About us:

Our client, a large federal government organisation based in Canberra, is seeking Call Centre Support Officers to join their team. An opportunity to be part of a significant project that will have a substantial impact on the Australian community.

As the Support Officer, you will, under direction from supervisors, action enquiries, complaints, feedback and other matters. These items will come in through the Complaints Management webforms and email addresses, from other areas and from telephone calls.

The team operates flexible hours to service all states in ‘local time’ including weekends and adjusted for daylight savings. This role requires officers to undertake rostered shift work to ensure coverage of required operating hours.

What you'll do:

As the Support Officer you will -

• Respond to, email, webform and telephone enquiries, feedback and complaints
• Operate professionally using training, resources and procedures provided
• If necessary make outbound telephone calls to stakeholders
• Escalate complex issues as required
• Provide general administrative support, including relevant testing systems and proof reading documents.

What you bring:

• Exceptional customer service skills
• Proven ability to communicate effectively and sensitively with a diverse range of people
• Ability to work under pressure in a highly agile and fast pace operational environment
• Solves problems while following a clear set of guidelines and rules
• Demonstrates resilience and calm when dealing with complaints or a challenging situation
• Knowledge and experience in successfully completing allocated tasks and delivering quality results
• Sound computer skills and an ability to quickly learn new technology
• Professional demeanour with a high level of integrity

Desirable

• Experience working in a contact centre environment.

What sets this company apart:

This is an exciting opportunity to join a large federal government organisation based in Canberra. The organisation prides itself on its commitment to service design and human-centred outcomes. They offer long-term positions with opportunities for growth and development. Working here, you will be part of a high-performing team and have the chance to contribute to a large-scale project that will significantly impact the Australian community.

What's next:

Ready to make a significant impact? Apply Today by clicking on the link.

Please note that candidates will need to be an Australian Citizen and complete a national police check.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Lucille Kotze on 02 8289 3103 for a confidential discussion.