�55357;�56525; Parramatta | Hybrid Working (2 Days Office / 3 Days WFH)
�55357;�56498; $43 per hour + Super
�55357;�56517; 6-Month Contract
We are seeking an experienced Customer Support Officer to join a high-performing customer service team supporting the NSW Planning Portal. This role will act as the first point of contact for customers, providing professional support via phone, email, and webform enquiries.
Key Responsibilities:
- Deliver first-contact support for Planning Portal and general customer enquiries.
- Triage, investigate and resolve customer issues, escalating technical or policy-related matters to the appropriate internal teams.
- Assist customers with portal navigation, applications, and planning-related processes.
- Liaise with stakeholders across government and technical support teams to ensure accurate and timely resolutions.
- Maintain high levels of customer satisfaction while adhering to service standards and legislative requirements.
- Demonstrated experience in a contact centre, help desk, customer service support environment.
- Strong verbal and written communication skills with the ability to explain complex information clearly and professionally.
- Excellent problem-solving and triage skills with the ability to manage competing priorities.
- Comfortable working in a fast-paced, high-volume customer service environment.
- Strong attention to detail and ability to navigate multiple systems and technologies.
- Managing fluctuating call volumes in a busy customer-facing environment.
- Handling complex and occasionally sensitive enquiries relating to planning matters and online portal services.
- Maintaining a high standard of customer service while balancing resolution timeframes and escalation requirements.
