Contact Centre Representative

Contact Centre Representative
Location: Honeysuckle & hybrid once trained
Contract: casual contract, long term for right candidate
Hybrid: 5 days/fortnight remote
Payrate: $35.81hr + super ( Saturday Loading apply when worked)
Days: Mon-Fri  Once trained: rostered between the hours of 7am -6pm (35 hour week)
For the first few months, new team members can expect their shifts to be scheduled between 8.30am and 5:00 p.m

Role Purpose

As a Contact Centre Representative, you are people-orientated and adaptable, with outstanding problem-solving skills. As an experienced Contact Centre Representative, by applying knowledge, empathy and professionalism you will assess and fulfil customer needs as the first line of support through our Contact Centre.

Being a constant point of contact for customers, you can create and/or completely transform a customer’s experience. For this reason, it is important that you are approachable, friendly and well-informed with a passion for assisting people in times of need.

Functions

• Provide consistently high-quality customer service by interpreting and resolving first-contact enquiries across voice, digital, and email channels. This includes face to face interactions across our Customer Service centre.
• Exceptional verbal and written communication skills
• Demonstrated problem-solving and dispute-resolution skills
• Actively seek and embrace feedback to identify areas for growth and improve overall performance.
• Recognise and navigate the complexities in customer enquiries, identifying nuanced situations that may not fit into clear-cut categories.
• Exceed customer expectations by proactively seeking opportunities to enhance their experience.
• A strong team-focused work ethic with the ability to achieve individual and group objectives
• Identification and escalation of more complex enquiries and transactions to ensure the timely and effective resolution of issues, providing regular updates to the customer.
• Takes an active interest in the Contact Centre and individual performance to achieve customer satisfaction and performance targets
• Participate in regular quality assessments and in operational and performance discussions.
• Actively engages in and supports continuous improvement process within the Contact Centre
• Effectively use a range of systems, technology and telephony solutions to undertake work tasks, triage, refer or escalate work tasks
• Demonstrates desire to learn and progress within the role
• Demonstrates daily a commitment to customer service, business improvement, Company Values and Customer Commitment

This is not an exhaustive list of duties; employees are expected to undertake other tasks from time to time as required.