Customer Service Officer

City of Sydney; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible working

Leadership and development programs

Course reimbursement and study leave

Paid parental leave (26 weeks)

Part-time and job-sharing options

Employee assistance program

Public transport access / city centre

Job summary

City of Sydney is seeking experienced Customer Service Officers to join our Contact Centre team, handling inbound calls, chat and emails from our community. You will be the first point of contact, delivering high quality, friendly and efficient service with strong knowledge of council functions.

Please note these are permanent positions; applicants must have Australian citizenship or permanent residency with full working rights.

Qualifications

• Experience in contact centre roles with a focus on service excellence.
• Patience, understanding of customer needs and strong problem-solving skills.
• Excellent communication and interpersonal skills; proficient data entry and system navigation.
• Familiarity with KPI-focused performance expectations in a contact centre.

Responsibilities

• Respond to inbound calls, chat and emails from the community as first point of contact.

Skills

Service excellence

Patience

Problem-solving

Communication skills

Interpersonal skills

Data entry

System navigation

Tools

CRM systems

Job description

We are seeking experienced Customer Service Officers to join our Contact Centre team responding primarily to inbound calls, chat and emails from our community.

Customer Service Officers are the first point of contact for customer enquiries and requests, providing high quality, friendly, accurate and efficient service. Our Customer Service Officers are very knowledgeable about the functions and services of council providing assistance across all aspects of council.

To be successful, you will have:

• previous experience in contact/call centre roles with a focus on service excellence
• ability to demonstrate patience, understanding of customer needs, and strong problem-solving skills
• excellent communication and interpersonal skills
• proficiency in computer skills, with experience in efficient data entry and system navigation
• familiarity with working in a contact centre environment and understanding of KPI-focused performance expectations

A comprehensive induction and training program will be provided and you will receive ongoing coaching and mentoring in a supportive and progressive environment. Join us and be part of a team committed to delivering exceptional customer service!

Please note these are permanent positions and only candidates who are Australian citizens or permanent residents with full working rights will be considered.

The recommended applicant must complete a pre-employment health declaration and a criminal history check.

About the role

We are seeking experienced Customer Service Officers to join our Contact Centre team responding primarily to inbound calls, chat and emails from our community.

Customer Service Officers are the first point of contact for customer enquiries and requests, providing high quality, friendly, accurate and efficient service. Our Customer Service Officers are very knowledgeable about the functions and services of council providing assistance across all aspects of council.

To be successful, you will have:

• previous experience in contact/call centre roles with a focus on service excellence
• ability to demonstrate patience, understanding of customer needs, and strong problem-solving skills
• excellent communication and interpersonal skills
• proficiency in computer skills, with experience in efficient data entry and system navigation
• familiarity with working in a contact centre environment and understanding of KPI-focused performance expectations

A comprehensive induction and training program will be provided and you will receive ongoing coaching and mentoring in a supportive and progressive environment. Join us and be part of a team committed to delivering exceptional customer service!

Please note these are permanent positions and only candidates who are Australian citizens or permanent residents with full working rights will be considered.

The recommended applicant must complete a pre-employment health declaration and a criminal history check.

Download position description.

What we can offer you

You’ll work with passionate, welcoming and supportive people who care for our communities and create a future for all.

Flexible working

• 3 days of care and cultural leave each year for health and wellbeing activities, cultural and religious days or events of significance
• Collaborative approach to flexible working
• City centre head office, with many public transport options.

Professional development

• Leadership and management development program
• Further education program providing reimbursement of course fees, and study and exam leave
• Opportunity to attend external courses and conferences
• Long service and employee recognition awards
• Employee assistance program offering free, confidential counselling

Supporting families

• We provide 26 weeks of paid parental leave for all new parents, supporting diverse and inclusive families
• Paid and unpaid adoption and long-term fostering leave
• Paid superannuation for up to 52 weeks of parental leave
• Part-time and job-sharing options available
• Supportive return-to-work environment

Inclusive culture

• Recognised as an Inclusive Employer by the Diversity Council of Australia
• Active employee networks including City Women, City Pride, DiverseCity, Inclusive City, Young Professionals and Aboriginal and Torres Strait Islander network
• Recognised family inclusive workplace
• Veteran employment supporter

Find out why a career at the City of Sydney might be right for you.

We welcome candidates from all backgrounds in a workplace as diverse as our communities. We’re passionate about gender balance, with an executive team two-thirds female and half of leadership roles held by women.

All applicants, including Aboriginal and Torres Strait Islander peoples, people with disability, veterans and people of diverse sexualities and genders, and those from culturally diverse backgrounds are encouraged to join us.

We’re a disability confident recruiter. If you identify as a person with disability and require support for your application or the recruitment process, contact us at ***********@cityofsydney.nsw.gov.auor 02 9265 9***.

Caring for our city, creating a future for all

Our people are passionate about their communities and connected to their teams. They’re motivated by our genuine commitment to diversity and inclusion, and our clear, compelling plan for our global city: Sustainable Sydney 2030 - 2050 Continuing the Vision.

Be part of a purpose-led organisation with care at its core. You’ll make a difference by acting in the best interests of our communities and city. Be better together with collaborative and inclusive partnerships. Embrace possibilities and be open to new ideas and creating bold solutions.