Goulbourn location Temp contract up to end of January 2025 Monday to Friday 9am to 5pm Our client, a large State Governement department, is seeking a Customer Service Professional to provide advice & support regarding Digital services.
Based in Goulbourn and reporting to the Service Centre Manager, you will be responsible for providing advice and support as the first point of contact for customers using online technology in service centres to increase adoption of digital services and create positive digital customer experiences.
This is a temporary contract up to end of January 2025, working hours are Monday to Friday, 9:00am to 5:00pm.
Training will be provided.
Duties will include but not be limited to: Deliver services in a professional manner in all customer interactions to create positive customer experiences and ensure customer satisfaction as a priority Action customer complaints arising from complex agency transactions by ensuring they are accurately resolved, recorded and unresolved issues are escalated through appropriate channels to support effective complaints resolution Complete activities in the provision of service delivery in accordance with privacy requirements and legislative obligations to ensure confidentiality, privacy and integrity of information is not compromised Monitor digital performance in service centres, and take actions to increase adoption, drive usage and deliver optimum service delivery outcomes.
Develop and maintain knowledge of organisational information resources and operating standards and practices to record Provide advice and support to customers on the adoption of digital services, and in the education of users to deliver great customer experiences through the use of online technology Maintain awareness of the organisation's customer escalation points to ensure customers are referred to appropriate channels for the completion of out of scope transactions Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes and the implementation of changes in service delivery To be considered for this role you will need to possess the following: 2 - 3 years of customer service experience Excellent written and verbal communication skills Intermediate computer skills - Proficient in Microsoft Office suite, particularly Outlook and Teams Strong email etiquette Previous Government experience is advantageous If you feel you meet the above-mentioned criteria and are interested in this opportunity please apply now!
Consultant Melissa Allison Reference number: 200454819_171953762474729 Profession:Call Centre & Customer ServiceCall Centre Operator Call Centre & Customer ServiceCustomer Service Company: National Workforce Date posted: 28th Jun, 2024
