Customer Service Officer - contact centre

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 skilled 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 elevate 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 professional 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.

Asquith Workforce – Connecting People, Creating Opportunities.

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📌 Customer Service Officer - contact centre (Sydney)
🏢 Asquith Workforce
📍 Sydney