Customer Experience Officer - Contact Centre (Full-time)

Sydney City; Sydney; Sur place; AUD 59 000 - 72 000; Plein temps

Avantages offerts par ce poste

Bonuses

Training & development

Employee discounts

EAP

Financial wellness program

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

CRM systems

Communication

Multichannel support

Outils

CRM software

Description du poste

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.