Customer Service Officer - contact centre

Asquith Workforce; Sydney; On-site; AUD 55,000 - 65,000; Full time

Job summary

Asquith Workforce in Sydney CBD is seeking a Customer Service Officer to be the first contact for residents, businesses and visitors seeking information and assistance with council services. You will respond to enquiries in a busy contact centre with accuracy and professionalism.

The role requires at least 12 months’ experience in a contact centre, excellent verbal and written communication, and the ability to stay calm and solution-focused when handling difficult customers.

Qualifications

• Minimum 12 months' experience in a contact centre or call centre environment.
• Excellent verbal and written communication skills.
• Strong customer service skills and a professional telephone manner.
• Ability to remain calm and solution-focused with challenging customers.
• Good problem-solving and interpersonal skills.
• Strong computer literacy and quick learner of new systems.
• Excellent attention to detail and multitasking ability.
• Positive attitude, flexibility and teamwork.
• Ability to work full-time hours in the Sydney CBD.

Responsibilities

• Respond to incoming customer calls and provide accurate information about council services, including rates and waste collections.
• Deliver friendly, efficient and professional customer service across a diverse range of enquiries.
• Liaise with internal departments to resolve customer concerns and achieve positive outcomes.
• Identify and elevate complex or sensitive matters appropriately.
• Manage challenging customer interactions with patience, empathy and professionalism.
• Maintain accurate customer records and information across relevant systems.
• Work collaboratively with colleagues to ensure consistent service delivery.
• Meet customer service KPIs and actively participate in training, feedback and performance coaching.
• Represent the organisation positively through excellent communication and customer service.

Skills

Contact centre experience

Verbal communication

Written communication

Calm under pressure

Problem solving

Interpersonal skills

Attention to detail

Computer literacy

Teamwork

Job description

Customer Service Officer - contact centre

About the Role

As a Customer Service Officer, you will be a first point of contact for residents, businesses and visitors seeking information and assistance with a range of council services. Working within a busy contact centre, you will respond to enquiries relating to council rates, waste collection and other local government services, ensuring customers receive accurate, timely and professional assistance.

Key Responsibilities

• Respond to incoming customer calls and provide accurate information about council services, including rates and waste collections.
• Deliver friendly, efficient and professional customer service across a diverse range of enquiries.
• Liaise with internal departments to resolve customer concerns and achieve positive outcomes.
• Identify and elevate complex or sensitive matters appropriately.
• Manage challenging customer interactions with patience, empathy and professionalism.
• Maintain accurate customer records and information across relevant systems.
• Work collaboratively with colleagues to ensure consistent service delivery.
• Meet customer service KPIs and actively participate in training, feedback and performance coaching.
• Represent the organisation positively through excellent communication and customer service.

About You

We're looking for a confident, resilient and enthusiastic customer service professional who genuinely enjoys helping people.

To be successful, you will have:

• A minimum of 12 months' experience in a contact centre or call centre environment – essential.
• Excellent verbal and written communication skills.
• Strong customer service skills and a professional telephone manner.
• The ability to remain calm and solution-focused when dealing with challenging customers.
• Good problem-solving, conflict resolution and interpersonal skills.
• Strong computer literacy and the confidence to learn new systems quickly.
• Excellent attention to detail and the ability to manage multiple enquiries.
• A positive attitude, flexibility and a willingness to work as part of a team.
• The ability to work full-time hours in the Sydney CBD.

Previous local government experience would be advantageous but is not essential.

No specific systems experience is required, as training will be provided.

Pre-Employment Requirements The successful candidate will be required to complete:

• National Police Check
• Two employment reference checks
• Diversity Information Disclosure Form

The successful candidate may also be selected for drug and alcohol screening during their assignment.

Asquith Workforce – Connecting People, Creating Opportunities.