Overview
Shared Services /Customer Support Officer Jobs in New South Wales, Australia at IT Alliance Australia
Title: Shared Services /Customer Support Officer
Company: IT Alliance Australia
Location: New South Wales, Australia
One of our NSW Government clients is seeking to engage Shared Services /Customer Support Officer for Sydney location-hybrid
Location of work: Sydney
Length of contract: 6 months
Contract extensions: possible extension
Security clearance: PR /Full Working Right
Overview-
Key accountabilities:
• Provide consistent and high-quality customer service by interpreting and resolving enquiries from internal and external customers, in a fast-paced multi-channel contact centre environment.
• Process a range of transactions accurately and efficiently across a range of services, referencing knowledge resources and templates to ensure the transaction is consistently executed in line with standard operating processes.
• Proactively identify and raise customer escalations, emerging issues, service disruptions, or customer experience trends in real time via the relevant channels, enabling timely intervention and continuous improvement in service delivery.
• Effectively utilising various systems and communication tools simultaneously to efficiently manage workload, document interactions, and support seamless workflow across the team.
• Meet individual KPI's as assigned and work cooperatively within a team, helping to achieve team objectives by contributing to a team environment of knowledge and information sharing, continuous improvement, and skill and capability development.
• Participate in standard operating rhythm activities, including scheduled quality assessments, training and operational performance discussions, as outlined in Workforce Management schedules.
Key knowledge and experience:
• Demonstrated knowledge and/or experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment.
• Demonstrated ability to adapt and to learn and implement new processes and procedures.
• Demonstrated ability to take ownership of customer experience and to build rapport, understand customer requirements and to provide best possible service approach from first contact.
• Experience using multiple systems and ability to learn new technology with ease.
• Demonstrated ability to touch type accurately (>85% accuracy) and efficiently with a minimum typing speed of 40 words per minute.
If you would like to apply for the above role, then please send your updated resume with Cover Letter to [email protected]
