About the Role
As a Customer Service Officer, you will be a first point of contact for residents, businesses and visitors seeking information and assistance with a range of council services.
Working within a busy contact centre, you will respond to enquiries relating to council rates, waste collection and other local government services, ensuring customers receive accurate, timely and professional assistance.
Key Responsibilities
- Respond to incoming customer calls and provide accurate information about council services, including rates and waste collections.
- Deliver friendly, efficient and professional customer service across a diverse range of enquiries.
- Liaise with internal departments to resolve customer concerns and achieve positive outcomes.
- Identify and escalate complex or sensitive matters appropriately.
- Manage challenging customer interactions with patience, empathy and professionalism.
- Maintain accurate customer records and information across relevant systems.
- Work collaboratively with colleagues to ensure consistent service delivery.
- Meet customer service KPIs and actively participate in training, feedback and performance coaching.
- Represent the organisation positively through excellent communication and customer service.
About You
We're looking for a confident, resilient and enthusiastic customer service skilled who genuinely enjoys helping people.
To be successful, you will have:
- A minimum of 12 months' experience in a contact centre or call centre environment – essential.
- Excellent verbal and written communication skills.
- Strong customer service skills and a professional telephone manner.
- The ability to remain calm and solution-focused when dealing with challenging customers.
- Good problem-solving, conflict resolution and interpersonal skills.
- Strong computer literacy and the confidence to learn new systems quickly.
- Excellent attention to detail and the ability to manage multiple enquiries.
- A positive attitude, flexibility and a willingness to work as part of a team.
- The ability to work full-time hours in the Sydney CBD.
Previous local government experience would be advantageous but is not essential.
No specific systems experience is required, as training will be provided.
Pre-Employment Requirements The successful candidate will be required to complete:
- National Police Check
- Two employment reference checks
- Diversity Information Disclosure Form
The successful candidate may also be selected for drug and alcohol screening during their assignment.
Apply Now! If you're an experienced contact centre professional looking for your next opportunity in Sydney CBD, we want to hear from you!
With an immediate start available, we encourage you to apply today.
Apply now with your updated resume to be considered for this opportunity.