As a Customer Contact Officer, you will play a key role in delivering exceptional service by supporting customers with inbound and outbound call interactions and maintaining accurate records.

Benefits

- $35.76 per hour (includes 25% casual loading)
- This role operates on weekday shifts between 8:00 AM to 8:00 PM, with no weekend hours required
- Approximately 20-30 hours per week, with capacity to increase up to 38 hours subject to business requirements
- Complete 6 weeks of full-time training at our Varsity Lakes contact centre, then enjoy the flexibility of working from home, or from office or a hybrid mode
- Access to our extensive advantages including rewards and discounts program
- Access to our 24/7 Employee Assistance Program for you and your family

Responsibilities

- Respond to inbound calls, offering clear and accurate information to assist customers
- Conduct outbound calls to follow up on enquiries, resolve issues and collect necessary details
- Navigate operating procedures and knowledge articles to provide timely and accurate information to customers regarding our client's public service




- Keep detailed and accurate records of customer interactions

Qualifications

- Strong attention to detail and accuracy when interacting with customers
- Excellent communication skills, both verbal and written, to explain complex information clearly
- Ability to navigate multiple screens and information systems simultaneously
- Calm and resilient approach when handling customer enquiries
- Strong commitment to teamwork and professionalism
- Proactive mindset, eager to learn and apply feedback

Requirements

- Complete a pre-employment check including relevant security and Police clearances
- Provide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)
- Complete a behavioural and computer assessment
- Attend an information session that describes what it is like to work in a virtual contact centre
- If you wish to work from home after completing training, you will need to supply your own equipment and have a suitable home office setup

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📌 Customer Contact Officer (City of Gold Coast)
🏢 Serco
📍 City of Gold Coast