Customer Contact Officer

Full job description
Embrace this fantastic Opportunity

As part of our team, you will represent a Federal Government agency delivering services and support to over 600,000 Australians, including those living with a disability. We value resilience, professionalism, and empathy in all team members, as you respond to and handle inbound customer interactions via telephone and email. We are committed to providing a supportive and accessible work environment for all individuals, including those with diverse abilities.

We’re proud to serve governments around the world, and by joining our team, you’ll be part of a network of over 10,000 professionals across ASPAC, delivering meaningful services in an environment that values challenge, opportunity and reward. We are committed to building an inclusive workplace where everyone, including individuals with disabilities, can thrive and contribute their unique skills. Your perspective and abilities are welcome, and we offer a supportive and accessible environment where you can grow and succeed.

What will you do?

As a Customer Contact Officer, you’ll make a positive impact to the lives of people with disabilities by:

Responding to inbound telephony and email inquiries regarding supports and services associated with our client’s public service.
Navigating operating procedures and knowledge articles to provide timely and accurate information to customers regarding our client’s public service.
Summarising customers interactions in writing in our operating system and database
To set you up for success, you’ll be supported by a team of trainers, coaches and team leaders as you complete comprehensive training & development designed to give you the skills and confidence to handle enquires successfully.

Perks and Benefits

We offer lots of headroom for you to grow and flexible benefits to suit you in every stage of your life and career, including:

100% work from home or the potential to work from our Dandenong contact centre (VIC)
Access to our extensive benefits including our rewards and discounts program
A friendly and diverse team with inclusivity and care at the heart of everything we do
Access to Sonder, our 24/7 Employee Assistance Program
Customer Service and Care – Does this sound like you?

If you care about delivering excellent customer service and are willing to learn and grow in a supportive environment, this role could be a great fit for you! We’re looking for individuals who bring:

Clear written and verbal communication skills
Empathy, resilience, and a genuine understanding of customer emotions and situations
A willingness to learn how to navigate multiple screens and information systems (don’t worry, we support your growth here)
Comfort in working within defined processes and procedures, with guidance and support along the way
No matter where you are in your journey, we believe in fostering a team environment where everyone can build confidence and succeed. If you’re eager to make a difference and grow, we’d love to hear from you!

The Ts and Cs

To work with Serco, you’ll also be required to:

Complete a pre-employment check including relevant security and Police clearance
Have a safe and secure location to work from (i.e. a home office, photographic evidence required)
Provide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)
Complete a skills assessment so that we can learn more about you whilst you learn more about the role.
Attend an information session that describes what its like to work in a virtual contact centre
Diversity and Inclusion

We are a workplace that actively advocates and welcomes people with disabilities. We’re committed to providing accommodations to ensure a comfortable and productive work environment for everyone. All applicants, including people with disabilities, are encouraged to express interest and share their unique requirements with us.

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