Call Centre Officer - multiple NSW Locations

TRS - Public Sector; Sydney; On-site; AUD 46,000 - 58,000; Full time

Job summary

TRS - Public Sector in NSW is seeking a Call Centre Officer for multiple NSW locations (Newcaste, Bathurst, Parramatta, Wollongong). The role supports a NSW Government Department's shared services by handling initial customer enquiries and maintaining the CRM data base.

Key accountabilities include delivering high quality service in a high-volume centre, referring complex queries to the Centre of Expertise, keeping policy knowledge updated, and maintaining accurate records.

Qualifications

• Experience delivering high quality customer service in a high-volume contact centre.
• Ability to maintain confidentiality and discretion in handling data.
• Strong communication and problem-solving skills.
• Comfort with using multiple technology platforms and databases.

Responsibilities

• Deliver high-quality customer service in a high-volume contact centre.
• Handle and log customer enquiries in the CRM accurately.
• Identify when to escalate to a Centre of Expertise for complex issues.
• Maintain up-to-date knowledge of policies, legislation and processes.
• Keep precise records in the customer management system.

Skills

Customer service

Resilience

Accountability

Effective communication

Problem solving

Tech competency

Tools

CRM system

Job description

Call Centre Officer - multiple NSW Locations

Customer Service Officers required by a NSW Government Department in their shared services area. This role will provide initial and the role assist in the recording and maintenance of the customer enquiries data base as part of the CRM.

Multiple opportunities available in:Newcaste, Bathurst, Parramatta, Wollongong

Call Centre Officer Customer Service Officers required by a NSW Government Department in their shared services area. This role will provide initial and the role assist in the recording and maintenance of the customer enquiries data base as part of the CRM. Multiple opportunities available in:Newcaste, Bathurst, Parramatta, Wollongong

Key accountabilities

• Ability to deliver high quality customer service, through strong customer engagement in a high-volume contact centre environment
• Handle customer enquiries promptly and courteously while maintaining confidentiality and using discretion in the performance of all duties.
• Identify, refer and assign non-standard and more complex enquiries to a Centre of Expertise for action and resolution
• Maintain knowledge of policy, legislation and related business processes in order to efficiently and effectively respond to customer needs.
• Maintain accurate data records in a customer management system to ensure that customer enquiries are dealt with in a timely manner.
• Ability to confidently use multiple technology platforms and databases
• Must adhere and meet to Contact CentreKPIson a daily and monthly basis

Key skills and attributes you will require to be successful in this role include

• Strong commitment to customer service
• Display resilience and courage
• Manage self, including accountability and initiative
• Communicate effectively
• Think and solve problems
• Strong technical experience, with the ability to use multiple technology platforms and databases

Essential Requirements

Ability to work on a rotating roster, Monday to Friday between 7:30am to 6:00pm
Must be able to start on 11th January 2027

Your application will include the following questions:

• How many years' experience do you have as a Call Centre Operator?
• Can you start a new role on 11th January, 2027?
• Are you happy to undergo reference checks as part of our shortlisting process?