As a Call Centre Customer Service Representative, you will be the first point of contact for customers seeking assistance with government services over the phone. Your main responsibility will be to provide high-quality support by resolving inquiries efficiently and delivering accurate information across a wide range of services. Whether customers are accessing essential services or navigating more complex processes, you'll play a vital role in ensuring a smooth and positive experience through professional and responsive call centre support.
Key accountabilities include:
- Respond to customer inquiries across multiple channels (phone and email) with professionalism, courtesy, and accuracy.
- Provide clear and accurate information on government services, including information on Travel and Recreation.
- Resolve customer issues and complaints efficiently, escalating matters to the appropriate team or department when necessary.
- Maintain up-to-date knowledge of government policies, procedures, and services to deliver informed support.
- Support the Team Leader and Customer Contact Officer (CCO) in day-to-day operations, contributing to a smooth and effective Call Centre environment.
- Able to work rotating roster between 6am-10pm Monday to Sunday, including public holidays.
- Looking for candidates with 2 - 3 years customer service experience (call centre, admin, retail).
- Need excellent written and verbal communication skills.
- Previous government experience is preferred but not required.
- Looking for candidates who have previously worked in an office environment.
- Intermediate computer skills required include -Typing, Using mouse and monitor, Strong email etiquette, Proficient in Microsoft office suite, particularly Outlook and Teams. Specific software will be taught however contractors need to be technically savvy and have the ability to pick up systems quickly.
- Excellent communication skills with a focus on customer service and problem resolution.
- Previous customer service experience, preferably in a contact centre or similar fast-paced environment.
- Ability to work independently as well as part of a team to achieve team goals.
- Contractors will be placed on a 2-week rotating roster.
