Customer Service Agent

Responding to customer enquiries, recording relevant data and ensuring maximum efficiency in respect of addressing and resolving customer queries.

Main Activities and Responsibilities:

• Ensuring that all customer enquiries are answered in a prompt and professional manner.
• Using on-line systems to access data and answer customer queries within predetermined service times.
• Entering customer requests/queries on-line.
• Maintaining accurate customer records.
• Documenting and distributing clear, concise and appropriate technical support material to customers as required.
• Liaising with other internal areas to provide answers for customers.
• Escalating more complex customer enquiries to relevant channels.
• Liaising with agents on customer queries and complaints.
• Consistently meet set KPIs
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training requirements and professional development opportunities.

Core Competencies:
Leadership

• Adjusts own work practices to support change
• Manage own performance & development
• Role model & hold others accountable for demonstrating our values and behaviours

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations
• Contribute to improvements in function / team

Client & Stakeholders

• Maintain effective working relationships with Managers & peers

Financial

• Display cost awareness

Key Skills and Capabilities:

• Problem solving and conflict resolution skills
• Excellence in service delivery
• Proficient written and oral communication skills
• Ability to build relationships & work collaboratively with clients and organisational peers
• Efficient and accurate typing ability
• Addresses and resolves conflict constructively
• Ability to build rapport quickly and effectively
• Maintains service quality under time pressures
• Attention to detail
• Proficient PC Skills

Qualifications and Typical Experience:

• Certificate 3 in Customer Service (desirable)
• 2 years plus experience in a customer service / sales position or related industry (desirable)
• Other Position Requirements:
• Current driver’s license to travel to other sites and client appointments
• Some interstate travel may be required
• Subject to business demands, additional hours may be required
• May be required to travel and work across various sites