Contact Center Officer

Contract role till December 2026 with possible extension.
Hourly pay rate up to $34.58 per hour + Super.
Hybrid work (WFH + Dubbo, NSW).
7 hours a day. 35 hours a week.
Immediate start!
PURPOSE OF THE ROLE:
The primary purpose of the role is to respond to multi-channel customer enquiries at first contact, as well as to processes transactions using defined processes, computerised systems, telephony and technology solutions, to support the effective and efficient delivery of tier 0 and tier 1 services to a range of internal and external customers.

KEY ACCOUNTABILITIES:
Provide consistently high-quality customer service by interpreting and resolving first-contact enquiries from internal customers and external vendor, public, and industry enquiries in a fast-paced shared services environment.
Communicate with customers in a courteous and empathic way.
Process a range of transactions across the service line accurately and efficiently.
Escalate more complex enquiries and transactions to ensure the timely and effective resolution of issues, providing feedback to the customer.
Achieve the required shared services performance levels in terms of customer satisfaction, efficiency and effectiveness of services provided.
Effectively use a range of computerised systems, technology and telephony solutions to undertake work tasks, triage, refer or escalate work tasks, enter data and maintain up to date records.
Work cooperatively within a team, helping to achieve team objectives by contributing to a team environment of knowledge and information sharing, continuous improvement, and skill and capability development.

ESSENTIAL CRITERIA:
Demonstrated knowledge and/or experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment.
Admin experience essential and call centre background preferred.
Ability to navigate through different web-based systems, take incoming calls, invoice look up, investigate issues, enquiries related to payment of invoice, purchase order numbers, workflow.
Demonstrated ability to adapt and to learn and implement new processes and procedures as new technology, service requirements and work methods emerge.
Demonstrated ability to take ownership of customer experience and to build rapport, understand customer requirements and to provide best possible service approach from first contact.
Experience using multiple computer-based systems and ability to learn new systems with ease.
If this sounds like you, please submit your resume by clicking the 'Apply Now’ button. For further information about this role, please contact Naresh at 0481 615 or drop an email to @easyauthoring.com

About Easy Authoring:
Established in 2006, Easy Authoring helps jobseekers find the right opportunity to match their skill set and career progression. We are the authorised suppliers to NSW, ACT, QLD, the Federal government, and multiple corporate organisations.