Job Details
  • Reference367777A_1609891427
  • LocationCoffs Harbour, New South Wales
  • Job TypeContract
  • Posted16 days ago
  • ConsultantJo Ellerman

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS3 Customer Service Officer on a contract for 12 Months, with potential extensions of 12 months.

Position Overview

Reporting to the Operations Supervisor, the Customer Service Officer is responsible for the provision of telephone and multi-media based customer service to client's internal and external stakeholders. As part of a team, you will deliver excellent levels of customer service through your contribution to the effective operation and performance of client. Your role will support our Response group during its transition and growth as it assumes the responsibility for Standards of Training and Certification as well as other areas of client's customer service contact.

Duties & Responsibilities:

  • Receive and handle inbound telephone calls and emails / other multi-media enquiries relating to client's operations with initial focus on the National System, taking all steps required to resolve the enquiry / request.
  • As part of a team, contribute to the delivery of high levels of customer service to all of client's clients in line with evolving requirements while meeting deadlines and KPI's.
  • Liaise with internal staff and state based maritime agencies who act as delegates to achieve consistent and high quality customer service outcomes.
  • Maintain effective and efficient work processes and adopt new work practices and technologies as they become available, contributing to the creation of an effective team working environment.
  • Maintain accurate electronic customer contact records and relevant information (manual and / or automated), update customer data in various databases, create reports / documents and analyse information as required.
  • Obtain, maintain and apply a working knowledge of the National Regulator's roles and functions under the National System for Domestic Commercial Vessel Safety as well as client's other operational areas including relevant Marine Orders / Fact Sheets /
    Instructions to Examiners (ITE's).
  • Assist with any other duties, special projects and operational requirements as directed by management.

Our Ideal Candidate will have:

  • Strong customer service skills as well as excellent communication and telephone manner.
  • Good communication skills and the ability to build rapport with the customer.
  • Demonstrated ability to work well in a team.
  • Demonstrated ability to use Contact Centre technology, e.g. software programs and tools as well as the Microsoft suite of office applications.
  • Good data entry and typing skills
  • Demonstrated experience within a call / contact centre function, providing telephone and multi-media based customer service to internal and external stakeholders is desirable but not essential

    If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Jo Ellerman on 02 66592031 or email for further discussion