Customer Service Agent

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Job Description

Job Description Summary

Inbound voice agents, must have good communication skills. 9:00am until 6:00pm Monday to Friday. Must work in office (Eastwood).

Responsible For

Responding to customer enquiries, recording relevant data and ensuring maximum efficiency in respect of addressing and resolving customer queries.

Main Activities And Responsibilities

• Ensuring that all customer enquiries are answered in a prompt and professional manner.
• Using on-line systems to access data and answer customer queries within predetermined service times.
• Entering customer requests/queries on-line.
• Maintaining accurate customer records.
• Documenting and distributing clear, concise and appropriate technical support material to customers as required.
• Liaising with other internal areas to provide answers for customers.
• Escalating more complex customer enquiries to relevant channels.
• Liaising with agents on customer queries and complaints.
• Consistently meet set KPIs
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace
  
  

hazards, and provide a safe and positive workplace.

• Complete all necessary training requirements and professional development opportunities.
  
  

Core Competencies

Leadership

• Adjusts own work practices to support change
• Manage own performance & development
• Role model & hold others accountable for demonstrating our values and behaviours
  
  

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations
• Contribute to improvements in function / team
  
  

Client & Stakeholders

• Maintain effective working relationships with Managers & peers
  
  

Financial

• Display cost awareness
  
  

Key Skills And Capabilities

• Problem solving and conflict resolution skills
• Excellence in service delivery
• Proficient written and oral communication skills
• Ability to build relationships & work collaboratively with clients and organisational peers
• Efficient and accurate typing ability
• Addresses and resolves conflict constructively
• Ability to build rapport quickly and effectively
• Maintains service quality under time pressures
• Attention to detail
• Proficient PC Skills
  
  

Qualifications And Typical Experience

• Certificate 3 in Customer Service (desirable)
• 1 year experience in a customer service / sales position or related industry (desirable)
  
  

Other Position Requirements

• Current driver’s license to travel to other sites and client appointments
• Some interstate travel may be required
• Subject to business demands, additional hours may be required
• May be required to travel and work across various sites
  
  

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