Customer Service Officer - Customer Engagement

Talenza; Newcastle City Council; On-site; AUD 75,000 - 77,000; Full time

Job summary

Talenza is seeking a Customer Service Officer - Customer Engagement to join a NSW Government client’s team in Newcastle. You will respond to enquiries across phone, email, online platforms and in person, delivering accurate information and resolving issues in a fast-paced environment.

You will maintain records, support continuous improvement, and collaborate with internal teams to achieve positive outcomes for diverse customers. Australian working rights and Newcastle-area residency are required.

Qualifications

• Experience in a customer service, contact centre or customer engagement role.
• Strong communication skills with the ability to build rapport with diverse customers.
• Strong problem-solving skills to resolve enquiries.
• Demonstrated ability to handle sensitive or complex interactions professionally.
• Excellent attention to detail and accurate maintenance of records.
• Experience using computer-based systems and MS Office applications.

Responsibilities

• Respond to customer enquiries across multiple channels including phone, email, online platforms and face-to-face interactions.
• Deliver high-quality customer service by providing accurate information and resolving enquiries efficiently.
• Develop and maintain knowledge of business processes, systems, policies and procedures to support service delivery.
• Use customer-focused communication techniques to support customers with varying needs.
• Collaborate with internal teams to deliver positive customer outcomes.
• Accurately create, update and maintain customer records and transactions.

Skills

Customer service

Communication

Problem solving

Attention to detail

MS Office

Prioritisation

Tools

Microsoft Office

Customer management platforms

Job description

Our NSW Government client is seeking a Customer Service Officer - Customer Engagement to join a high-performing customer-facing team providing specialist support services to customers across a range of channels. This role will be responsible for responding to customer enquiries, maintaining accurate records, resolving issues, and delivering exceptional customer service in a fast-paced environment. The successful candidate will demonstrate strong communication skills, empathy, resilience and a genuine commitment to delivering positive customer outcomes.

Start Date: ASAP

Contract Role Till: 30 October 2026, with strong potential for extension.

Hourly Rate: $41 per hour + Super

Hours of Work: 7 hours per day, 35 hours per week.

Tasks & Responsibilities:

• Respond to customer enquiries across multiple channels including phone, email, online platforms and face-to-face interactions.
• Deliver high-quality customer service by providing accurate information and resolving enquiries efficiently.
• Develop and maintain knowledge of business processes, systems, policies and procedures to support effective service delivery.
• Use customer-focused communication techniques to effectively support customers with varying and complex needs.
• Engage with customers to understand their circumstances, resolve concerns and provide appropriate support and guidance.
• Accurately create, update and maintain customer records, interactions and transactions.
• Manage customer complaints and elevate unresolved issues where required.
• Identify opportunities to improve customer service processes and contribute to continuous improvement initiatives.
• Ensure adherence to service standards, performance metrics and operational procedures.
• Collaborate with internal teams and stakeholders to deliver positive customer outcomes.

Experience & Skills Required:

• Previous experience in a customer service, contact centre or customer engagement role.
• Strong communication skills with the ability to build rapport and engage effectively with a diverse range of customers.
• Strong problem-solving skills and the ability to manage customer enquiries through to resolution.
• Demonstrated ability to handle sensitive, complex or challenging customer interactions professionally.
• Excellent attention to detail and ability to accurately maintain customer records and information.
• Experience using computer-based systems, customer management platforms and Microsoft Office applications.
• Ability to manage competing priorities and perform effectively in a fast-paced environment.

Candidates must possess existing Australian working rights and live in/or around the Greater Newcastle Area.