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Customer Service Representative - Newcastle Contact Centre - Ongoing/FT


Newcastle & Hunter Valley, New South Wales

Your remuneration
SNSW Grade 3/4 – The Package includes a base salary range of $58,588 - $71,447, plus employer’s contribution to superannuation and annual leave loading.

Your remuneration
SNSW Grade 3/4 – The Package includes a base salary range of $58,588 - $71,447, plus employer’s contribution to superannuation and annual leave loading.

Primary purpose of the role
Provide high quality specialist services for Service NSW contact centre customers.
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.

Key Accountabilities
Utilise expert specialist knowledge and training to handle and share both information and knowledge with contact centre customers.
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.
Provide accurate, effective and high quality customer service consistent with Service NSW vision, mission, values and business requirements as assessed by internal quality reviews.
Develop and maintain a thorough knowledge of information resources and Service NSW operating practices and procedures.
Develop and maintain an expert knowledge of agency-specific information resources and complex agency operating practices and procedures.
Receive inbound calls and utilise generalist knowledge to resolve enquiries by reference to the Service NSW digital channel or by transfer to an appropriate contact centre specialist.
Provide expert assistance to resolve enquiries, update records and complete transactions for complex contact centre specialist agency services.
Liaise with agencies regarding the referral of complex enquiries and transactions.
Acknowledge and resolve customer complaints arising from complex agency transactions. Accurately record and escalate unresolved issues through appropriate channels.
Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised.
Perform administrative activities as required to support the provision of service delivery.
Research, analyse and resolve complex agency-specific enquiries through utilisation of various complex agency-specific digital data storage systems.
Accurately create, update and maintain Service NSW and agency-specific customer, interaction and transaction records.
Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes. Contribute positively to the implementation of changes in the workplace.
Make a positive contribution to the team, contact centre and organisational environments.

Essential Requirements
Demonstrated experience in providing excellent customer service in a contact centre environment.
Proven ability to utilise complex digital data storage systems for case research and analysis.

Location Central & North Coasts - Newcastle & Hunter Valley
Work Type Full-time
Number of Positions 11
Total Remuneration Package: Package includes a base salary of $58,588 - $71,447, plus employer's contribution to superannuation and annual leave loading.
Closing Date 25-Oct-2017
Job Category Customer services and call centre
Organisation Service NSW
Tags: Government jobs, Customer Service Representative - Newcastle Contact Centre - Ongoing/FT,NSW DFSI


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