Job Description

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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.

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Start Date: ASAP

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Contract Role Till: 30 October 2026, with strong potential for extension.

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Hourly Rate: $41 per hour + Super

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Hours of Work: 7 hours per day, 35 hours per week.

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Tasks & Responsibilities:

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- Respond to customer enquiries across multiple channels including phone, email, online platforms and face-to-face interactions.
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- Deliver high-quality customer service by providing accurate information and resolving enquiries efficiently.
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- Develop and maintain knowledge of business processes, systems, policies and procedures to support effective service delivery.
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- Use customer-focused communication techniques to effectively support customers with varying and complex needs.
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- Engage with customers to understand their circumstances, resolve concerns and provide appropriate support and guidance.
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- Accurately create,



update and maintain customer records, interactions and transactions.
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- Manage customer complaints and elevate unresolved issues where required.
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- Identify opportunities to improve customer service processes and contribute to continuous improvement initiatives.
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- Ensure adherence to service standards, performance metrics and operational procedures.
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- Collaborate with internal teams and stakeholders to deliver positive customer outcomes.
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Experience & Skills Required:

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- Previous experience in a customer service, contact centre or customer engagement role.
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- Strong communication skills with the ability to build rapport and engage effectively with a diverse range of customers.
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- Solid problem-solving skills and the ability to manage customer enquiries through to resolution.
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- Demonstrated ability to handle sensitive, complex or challenging customer interactions professionally.
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- Excellent attention to detail and ability to accurately maintain customer records and information.
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- Experience using computer-based systems, customer management platforms and Microsoft Office applications.
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- Ability to manage competing priorities and perform effectively in a fast-paced environment.
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Candidates must possess existing Australian working rights and live in/or around the Greater Newcastle Area.

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📌 Customer Service Officer - Customer Engagement (New South Wales)
🏢 Talenza
📍 New South Wales