Customer Contact Officer

Work options: Remote

100% Work from Home



Job Title: Customer Contact Officer – Work from Home

Location: Melbourne, Victoria

Employment Type: Casual

Serco is a place where you can grow

Join a team of 10,000+ professionals across APAC and experience a place of challenge, opportunity, and reward.

As part of our team, you will represent a Federal Government agency delivering services and support to Australians. We offer lots of opportunity for you to grow and flexible benefits to suit you in every stage of your life and career, including:

$34.+1 per hour (includes 25% casual loading)
Flexible weekday shifts between 8AM and 8PM — no weekend work
Approximately 20–30 hours per week, with natural fluctuations and a break over the December and January holiday period to recharge
Fully remote role that saves you time and money on travel
Complete 6-weeks full-time training from the comfort of your own home
Access to our extensive benefits including our rewards and discounts program
Access to our 24/7 Employee Assistance Program for you and your family
Make an impact at Serco

As a Customer Contact Officer, you will play a key role in delivering exceptional service by:

Responding to inbound calls, offering clear and accurate information to assist customers
Conducting outbound calls to follow up on enquiries, resolve issues and collect necessary details
Navigating operating procedures and knowledge articles to provide timely and accurate information to customers regarding our client’s public service.
Keeping detailed and accurate records of customer interactions
Serco is a place for you

To be successful in this role you’ll have:

Strong attention to detail and accuracy when interacting with customers
Excellent communication skills, both verbal and written to explain complex information clearly
The ability to navigate multiple screens and information systems simultaneously
A calm and resilient approach when handling customer enquiries
A strong commitment to teamwork and professionalism
A proactive mindset, eager to learn and apply feedback
To work with Serco, you’ll also be required to:

Complete a pre-employment check including relevant security and Police clearances
Provide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)
Complete a behavioural and computer assessment
Attend an information session that describes what it’s like to work in a virtual contact centre
As this is a work from home role you will be required to provide your own equipment and have a suitable home office setup
Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia, New Zealand, and Hong Kong, and offers unique opportunities to leverage your skills across our core capabilities in health, defence, maritime, justice, immigration, and community services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability.

By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

Impact a better future at Serco.

 
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