call centre - customer service.

• 12 months contract role
• 38 hours/week
• 8am - 5pm timings
• on-site role (no WFH flexibility)
• hourly rate of $48 per hour + super

Key Duties/Responsibilities

The primary objectives of the Call Centre operator are to receive via incoming calls received via the Customer Service Centre and over the counter, written and verbal enquiries that relate to customer accounts, to accurately maintain customer accounts and associated databases, facilitate connections to services and receive payments.

• Be the first point of contact for all customer service enquiries via all customer contact channels with a focus on incoming calls, live chat, the customer portal and in-person enquiries.
• Provide professional and positive service to all customers in an interested, engaged and personable manner.
• Administer customer accounts and databases in order to provide solutions to customer enquiries and escalating where necessary.
• Resolve customers’ issues within level of delegation or escalate where appropriate.
• Consider the needs of the customer & the organisation and respond appropriately.
• Treat all customers with honesty, fairness, sensitivity and dignity.
• Facilitate the organisation’s telecommunications flows and coordination of visitors to the organisation.
• Provide and process advice/information to meet customer account enquiry needs.
• Process and maintain accurate customer property details within the appropriate billing system.
• Provide and process advice/information.
• Other duties as directed.

Qualifications and Experience

• Experience in a call centre or customer service role.
• Certificate IV in Business or Diploma in Business is highly advantageous but not essential.
• Current Victorian Driver’s Licence.

Key Selection Criteria

• Demonstrated understanding of customer service principles and practices.
• Well-developed level of written and verbal communication skills.
• Demonstrated ability to interact effectively with customers and stakeholders in a wide range of circumstances relevant to the position.
• Demonstrated knowledge and understanding of computer systems and applications.
• Demonstrated ability to work in a team-based environment.

What you'll get in return

Through Randstad, this role offers you an hourly rate of $48 per hour + super, an opportunity to progress your career within Government and:

• Weekly pay cycles
• Nominated choice of superannuation fund
• Online time sheet submission and approval
• No hidden costs or payroll deductions for our services
• No invoicing required for Pty Ltd holders
• Regular contact with consultants throughout the duration of your assignment

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or email on Rashi.Joshi@randstad.com.au