Customer Experience Officer - Contact Centre

Sydney City; Sydney; On-site; AUD 59,000 - 72,000; Full time

Benefits offered by this job

Bonuses

Training & development

Employee discounts

EAP

Financial wellness program

Job summary

Sydney City is seeking a dedicated Customer Experience Officer - Contact Centre to join our Glebe team on a full-time basis. You will be handling customer inquiries across multiple channels, resolving issues, and maintaining detailed records to ensure outstanding service and satisfaction.

In this role, you’ll guide customers through processes, process requests and collaborate with colleagues to meet performance targets while upholding our quality standards.

Qualifications

• Experience in customer service or contact centre roles.
• Proficient with CRM systems and related software.
• Strong communication and interpersonal skills, able to engage diverse customers.

Responsibilities

• Handle incoming inquiries via phone, email and other channels with professionalism.
• Resolve issues and complaints quickly, showing empathy and practical solutions.
• Maintain accurate records of interactions in contact management systems.
• Provide product and service information and guide customers through processes.
• Process requests such as orders, updates, and service changes.
• Identify opportunities to enhance customer experience and escalate as needed.
• Meet and exceed targets for call handling times, CSAT, and first contact resolution.
• Collaborate with teammates to ensure consistent service delivery.
• Participate in training to improve skills and product knowledge.
• Adhere to policies, procedures and quality standards.

Skills

Customer service

CRM systems

Communication

Multichannel support

Tools

CRM software

Job description

Customer Experience Officer - Contact Centre

Sydney City is seeking a dedicated Customer Experience Officer - Contact Centre to join our dynamic team on a full-time basis in Glebe, NSW. This is a pivotal role that sits at the heart of our customer-facing operations, where you will be responsible for delivering exceptional service experiences and managing customer interactions across multiple channels. As a Customer Experience Officer, you will be instrumental in shaping how our customers perceive Sydney City, ensuring every interaction reflects our commitment to excellence and customer satisfaction. Your contribution will directly impact customer retention, loyalty, and the overall reputation of our organisation.

Key responsibilities;

Handle incoming customer enquiries via phone, email, and other communication channels with professionalism and efficiency

Resolve customer issues and complaints promptly, demonstrating empathy and finding practical solutions

Maintain detailed and accurate records of customer interactions and transactions within our contact management systems

Provide product and service information to customers, answering questions and guiding them through processes

Process customer requests, including orders, account updates, and service modifications

Identify opportunities to enhance customer experience and escalates suggestions to management

Meet and exceed performance targets, including call handling times, customer satisfaction scores, and first-contact resolution rates

Collaborate with colleagues to ensure consistent and seamless customer service delivery

Participate in training and development programs to continuously improve skills and product knowledge

Adhere to company policies, procedures, and quality standards at all times

What we're looking for

Previous experience in a customer service or contact centre role, preferably in the call centre industry

Excellent communication and interpersonal skills, with the ability to interact with customers from diverse backgrounds

Strong problem-solving and decision-making abilities, with a focus on providing exceptional customer service

Proficiency in using customer relationship management (CRM) systems and other relevant software

Ability to work effectively in a team environment and contribute to a positive and collaborative work culture

What we offer

Sydney City is committed to creating a supportive and engaging workplace where our employees can thrive. We offer a range of benefits designed to support your wellbeing and career development. Our benefits include:

Competitive salary and performance-based bonuses total $65K p.a.

Comprehensive training and ongoing development opportunities

Opportunities for career progression within the organisation

Employee discounts on vehicle servicing and product

Free company EAP (Employee Assistance Program)

Financial Wellness Program for staff - Templetons Financial

A supportive and inclusive work environment with a focus on employee wellbeing