About the role

Sydney City is seeking a dedicated Customer Experience Officer - Contact Centre to join our dynamic team on a full time basis in Glebe, NSW. This is a pivotal role that sits at the heart of our customer-facing operations, where you will be responsible for delivering exceptional service experiences and managing customer interactions across multiple channels. As a Customer Experience Officer, you will be instrumental in shaping how our customers perceive Sydney City, ensuring every interaction reflects our commitment to excellence and customer satisfaction.

Your contribution will directly impact customer retention, loyalty, and the overall reputation of our organisation.

Key responsibilities;

- Handle incoming customer enquiries via phone, email, and other communication channels with professionalism and efficiency

- Resolve customer issues and complaints promptly, demonstrating empathy and finding practical solutions

- Maintain detailed and accurate records of customer interactions and transactions within our contact management systems

- Provide product and service information to customers, answering questions and guiding them through processes

- Process customer requests, including orders, account updates, and service modifications

- Identify opportunities to enhance customer experience and escalate suggestions to management

- Meet and exceed performance targets, including call handling times, customer satisfaction scores, and first-contact resolution rates

- Collaborate with colleagues to ensure consistent and seamless customer service delivery

- Participate in training and development programs to continuously improve skills and product knowledge





- Adhere to company policies, procedures, and quality standards at all times

What we're looking for

- Previous experience in a customer service or contact centre role, preferably in the call centre industry

- Excellent communication and interpersonal skills, with the ability to interact with customers from diverse backgrounds

- Strong problem-solving and decision-making abilities, with a focus on providing exceptional customer service

- Proficiency in using customer relationship management (CRM) systems and other relevant software

- Ability to work effectively in a team environment and contribute to a positive and collaborative work culture

What we offer

Sydney City is committed to creating a supportive and engaging workplace where our employees can thrive. We offer a range of benefits designed to support your wellbeing and career development. Our perks include:

- Competitive salary and performance-based bonuses total $65K p.a.

- Comprehensive training and ongoing development opportunities

- Opportunities for career progression within the organisation

- Employee discounts on vehicle servicing and product

- Free company EAP (Employee Assistance Program)

- Financial Wellness Program for staff - Templetons Financial

- A supportive and inclusive work environment with a focus on employee wellbeing

Apply now

If you are passionate about delivering exceptional customer service and are ready to make a positive impact, we would love to hear from you. Please submit your application including your CV and a cover letter outlining your relevant experience and why you would be an excellent fit for this role.

📌 Customer Experience Officer - Contact Centre (Glebe)
🏢 Sydney City
📍 Glebe