Customer Service Officer (Multiple Positions Available)

• Opportunity to work with a reputable State Government Agency.
• Potential for contract extensions.
• Take calls from government employees and not the general public.

• Contract until 27/06/2024
• State Government Agency 
• Wollongong / Bathurst / Parramatta / Newcastle Locations 

About the company
Karlka Recruiting Group has partnered with a State Government Agency to engage 16 x Customer Service Officers. These positions can be located in one of the following locations: Wollongong / Bathurst / Parramatta / Newcastle. The initial contract is starting ASAP until 27/06/2025, with possible extensions available.

About the Position
The purpose of this role is to deliver high-quality customer service and support to school-based and corporate customers by providing initial advice and direction in relation to finance, human resources, and technical systems-related queries within a shared services contact centre environment. Additionally, the role assists in the recording and maintenance of the customer enquiries database as part of the customer relationship management system.

Duties

• Deliver quality customer service and strong customer engagement
• in a high-volume contact centre environment.
• Handle customer enquiries promptly and courteously.
• Escalate more complex enquiries for action and resolution.
• Maintain knowledge of policy, legislation, business processes. 
• Maintain accurate data records in a customer management system
• Confidently use multiple technology platforms and databases.
• Adhere to and meet Contact Centre KPIs on a daily and monthly basis.

Requirements/Skills

• Strong commitment to customer service.
• Strong English language skills – verbal and written (great punctuation and spelling).
• Display resilience and courage.
• Compassion, kindness, and empathy are a must – difficult conversations need to be approached with understanding.
• Manage self, including accountability and initiative.
• Communicate effectively.
• Assess and solve problems.
• Ability to learn multiple technology platforms and databases.
• Investigative skills and analytical mindset.
• Ability to work with a high-volume workload.
• Experience with Awards or Payroll is desirable but not mandatory.
• SAP experience (especially backend) is desirable but not mandatory.
• Ability to work a rotating roster, Mon to Fri, 7:30am to 6:00pm.

How to Apply

Step 1:

Please conduct a Typing Test – Alphanumerical and attach results on your CV.

You can use the following link for the typing test. Copy and paste it into your browser. 

https://www.typingtest.com/test.php?minutes=1&textfile=difficultText.txt&mode=sent&result_url=/result.php&bt=0.

You can use your own typing test if preferred.

Candidates who have not completed a typing test will not be considered.

Step 2:

Please answer the following two questions and attach the answers to the front of your CV or cover letter. 

Q1. Can you share an example of a time when you identified a customer’s underlying needs beyond their initial request? How did you address those needs and provide a practical solution? (300 word maximum)

Q2. Describe a time when you faced a challenge at work. How did you stay focused, handle the situation, and make sure it was resolved? (300 word maximum)

Benefits working with this Client

1. Opportunity to work with a reputable State Government Agency.
2. Take calls from government employees and not the general public.
3. Potential for contract extensions.

Benefits working with Karlka Recruiting Group

• Weekly pay.
• Ongoing support: Pre, during, and post placement.
• Dedicated consultant per contract.
• Employee Assistance Program available.
• Our agency supports Indigenous communities.

How to Apply
Apply now to be considered for submission to our client by 02/12/2024
Consultant: Hayden 
Email for questions only: recruitment@karlkarecruiting.com.au
*Please apply through this portal. Any applications through email may be missed.

Nyiyaparli and other Aboriginal or Torres Strait Islander candidates are strongly encouraged to apply.

Only shortlisted candidates will be contacted for further discussion.
Applications received after the due date may be considered for similar roles.

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