Our NSW Government client is seeking a Customer Service Officer - Customer Engagement to join a high-performing customer-facing team providing specialist support services to customers across a range of channels. This role will be responsible for responding to customer enquiries, maintaining accurate records, resolving issues, and delivering exceptional customer service in a fast-paced environment. The successful candidate will demonstrate strong communication skills, empathy, resilience and a genuine commitment to delivering positive customer outcomes.
Role Title: Customer Service Officer - Customer Engagement
Start Date: ASAP
Contract Role Till: 30 October 2026, with robust potential for extension.
Hours of Work: 7 hours per day, 35 hours per week.
Tasks & Responsibilities:
- Respond to customer enquiries across multiple channels including phone, email, online platforms and face-to-face interactions.
- Deliver high-quality customer service by providing accurate information and resolving enquiries efficiently.
- Develop and maintain knowledge of business processes, systems, policies and procedures to support effective service delivery.
- Use customer-focused communication techniques to effectively support customers with varying and complex needs.
- Engage with customers to understand their circumstances, resolve concerns and provide appropriate support and guidance.
- Accurately create, update and maintain customer records, interactions and transactions.
- Manage customer complaints and escalate unresolved issues where required.
- Identify opportunities to improve customer service processes and contribute to continuous improvement initiatives.
- Ensure adherence to service standards, performance metrics and operational procedures.
- Collaborate with internal teams and stakeholders to deliver positive customer outcomes.
Experience & Skills Required:
- Previous experience in a customer service, contact centre or customer engagement role.
- Strong communication skills with the ability to build rapport and engage effectively with a diverse range of customers.
- Strong problem-solving skills and the ability to manage customer enquiries through to resolution.
- Demonstrated ability to handle sensitive, complex or challenging customer interactions professionally.
- Excellent attention to detail and ability to accurately maintain customer records and information.
- Experience using computer-based systems, customer management platforms and Microsoft Office applications.
- Ability to manage competing priorities and perform effectively in a fast-paced environment.
If you feel this opportunity matches your skills and previous experience, please apply with your CV.
Candidates must possess existing Australian working rights and live in/or around the Greater Newcastle Area.