Call Centre Operator [Australia]

 

Duration: 3 months with a high potential for extension
Pay: $32.16 p/h + Super
Location: Newcastle

Primary Purpose:

• Provide high-quality generalist service as the first point of contact for contact centre customers.
• Receive inbound calls, obtain necessary information and utilise generalist knowledge to transfer customers to appropriate contact centre specialists courteously, accurately, and efficiently.
• Undertake administrative work as required to support the provision of high-quality service delivery.

Key Accountabilities:

• Utilise generalist knowledge and training to handle and share information with contact centre customers.
• Create a positive relationship in all customer interactions across all interaction channels, maintaining a professional courteous and friendly manner.
• Ensure client satisfaction as a priority as assessed and monitored
  through customer feedback.
• Provide accurate, effective and high-quality customer service consistent with the clients vision, mission, values and business requirements as assessed by internal quality reviews.

Key Challenges:

• Work 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.
• Maintain a thorough up-to-date knowledge of information resources, operating practices and procedures.
• Operate the contact centre telephone and other communication systems with accuracy and efficiency.
• Create a positive relationship in all telephone interactions by demonstrating a confident, bright and helpful phone manner.
• Efficiently assess and take ownership of customers' needs and provide prompt and accurate responses to deliver a positive outcome.
• Deliver specialist assistance across multiple basic agencies and campaigns. Accept enquiries across multiple skill types simultaneously, providing seamless transition from one enquiry type to another.
• Exercise tact, judgment and initiative when obtaining information from and sharing information with customers.

About you

• Seeking candidates with 2-3 years customer service experience (call centre, admin, retail).
• Need excellent written and verbal communication skills.
• Previous gov experience is preferred but not required.
• Looking for candidates who have previously worked in an office environment.
• Intermediate computer skills required - Typing, using a 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.

For more information, please Apply Now or contact Natasha & Kaine at - ncandia@ampersand.com.au, ksinclair@ampersand.com.au

 

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