A Shared Services Support Officer is required for a busy, fast-paced service centre environment based in Wagga Wagga. The role is the first point of contact for customer enquiries across multiple channels and processes a range of transactions using defined processes, systems and telephony tools to support delivery of tier 0 / tier 1 services.
This full-time assignment offers 35–40 hours per week. This role is offering an ASAP start with a duration of approx 3 months.
Duties
- Multi-channel customer enquiries are managed and resolved at first contact where possible.
- High-quality customer service is delivered by interpreting enquiries and providing clear, accurate responses in a shared services environment.
- Transactions are processed accurately and efficiently using established procedures and knowledge articles to ensure consistent outcomes.
- Complex enquiries and transactions are escalated as required, with progress updates provided to customers.
- Multiple systems and telephony/technology solutions are used to triage work, manage tasks, enter data and maintain accurate records.
- Team outcomes are supported through collaboration, knowledge sharing and continuous improvement.
- Participation in quality assessments and operational/performance discussions is maintained, with individual KPIs met as assigned.
Skills and experience
- Demonstrated experience in a customer-centric service environment (contact centre, service centre, shared services, corporate services, or managed services).
- Strong communication skills and a courteous, empathic approach to customer interactions.
- Ability to manage high volumes of varied enquiries/transactions while maintaining accuracy and service quality.
- Confidence working across multiple computer systems, with the ability to learn new tools and processes quickly.
- Ability to work independently to meet targets while contributing to team performance
Benefits
- $38.89/hr + super.
- Full-time hours in a structured shared services environment.
- Opportunity to build experience in a high-volume, process-driven service centre.
How to apply
Sound interesting? We would love to hear from you! Click APPLY NOW to upload a copy of your current resume, or call Jo on 02 6691 9106 for a confidential discussion.
