Call Centre Operators - 15 Positions !!

Job title: Call Centre Operators - 15 Positions !!
Discipline: Business Support
Location: Sydney CBD, Inner West & Eastern Suburbs
Contract: Contract
Salary: $29.97 per hour + super
Salary low: 28
Salary high: 30
Contact: Emma Marven
Call: Emma
Email: email Emma
Reference: 3166268
About the Company 

This NSW government agency is a major service provider who strives to deliver a more consistent and efficient experience within government. This government agency uses data and behavioural insights to drive improvements with government and providing services to NSW

About the Role 

You will provide high quality specialist services for the contact centre customers and to utilise expert specialist knowledge to deliver a courteous, accurate and efficient resolution to customer enquiries through a range of media including phone, email, online click-to-chat and/or other channels.
  • Create a positive relationship in all customer interactions across all interaction channels, maintaining a professionally courteous and friendly manner. Ensure client satisfaction as a priority as assessed and monitored through customer feedback
  • Develop and maintain a thorough knowledge of information resources and  operating practices and procedures to provide accurate, effective and high-quality customer service consistent vision, mission, values and business requirements as assessed by internal quality reviews
  • Receive inbound calls and utilise generalist knowledge to resolve enquiries by reference
  • Acknowledge and resolve customer complaints arising from complex agency transactions and accurately record and escalate unresolved issues through appropriate channels
  • Research, analyse and resolve complex agency-specific enquiries through utilisation of various complex agency-specific digital data storage systems
  • Perform administrative activities as required to support the provision of service delivery and comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised
About You 
  • Experienced working within a high volume, high pressure and constantly evolving contact centre environment. Adapt to changing priorities, rotating shift patterns and achieve both individual and team KPIs within defined service standards
  • Immediately available
  • Will be required to work between 7am – 7pm Monday – Friday
  • Previous government experience is preferred however not essential