Community Customer Experience Specialist

Liverpool City Council; Liverpool; On-site; AUD 78,000 - 86,000; Full time

Job summary

Liverpool City Council in New South Wales is hiring an experienced Customer Support Officer to deliver exceptional service to residents and the community. You will be the main contact point, handling call centre, in-person and administrative requests while reporting to the Customer Service Lead within the Customer Experience team.

The role requires certification in customer service, CRM proficiency, strong communication skills, and the ability to work in a fast-paced environment with diverse

Qualifications

• Relevant certification in customer service and/or other related customer service training.
• Demonstrated ability in delivering customer service in various service delivery models (face to face and call centre)
• Proficient in using customer service software such as CRM systems and other related systems
• Ability to process forms, enquiries and customer requests
• Experience in administrative tasks including end of day reconciliations
• Ability to speak clearly, listen actively, and explain information in a simple and concise manner and excellent written communication skills
• Understand and relate to the customer's enquiries, showing compassion in responses
• Quality in information gathering and documentation, ensuring accuracy
• Being adaptable in a fast-paced environment while new technologies and/or processes are being introduced
• Customer enquiry management with the ability to resolve/escalate/deescalate situations
• Work in a team environment and with all internal stakeholders
• Professional working manner with a positive attitude
• Class C Drivers Licence

Responsibilities

• Provide exceptional service to residents and community.
• Serve as the primary point of contact between the community and its customers.
• Report to the Customer Service Lead and work within the Customer Experience team.
• Handle inbound customer service requests and enquiries including call centre, face to face and administration.
• This role is fast paced and suited to someone with high volume customer service experience.

Skills

Customer service

Communication

Teamwork

Education

Customer service certification

Tools

CRM software

Job description

Liverpool City Council in New South Wales is hiring an experienced Customer Support Officer to deliver exceptional service to residents and the community. You will be the main contact point, handling call centre, in-person and administrative requests while reporting to the Customer Service Lead within the Customer Experience team.

The role requires certification in customer service, CRM proficiency, strong communication skills, and the ability to work in a fast-paced environment with diverse