Customer Service Support Officer

Randstad NV; Parramatta; Presencial; AUD 65.000 - 75.000; Jornada completa

Descripción de la vacante

Randstad NV is seeking a Customer Service Support Officer for a major NSW public sector department, based on-site at Parramatta. You will deliver empathetic support to school-based educators, administrative staff, and corporate teams, handling HR, finance, and admin inquiries in a high-volume contact centre.

In this role you will log interactions in CRM, escalate complex cases to Centres of Expertise, and meet KPIs for response times and resolution quality while maintaining confidentiality and

Formación

• Experience delivering customer service in a contact centre or shared services.
• Strong verbal and written communication, empathy with stakeholders.
• Ability to navigate multiple software platforms and CRMs.

Responsabilidades

• Deliver front-line customer support across phone, email, and digital portals in a fast-paced contact centre.
• Provide accurate advice on general HR, finance, business administration, and systems queries.
• Triage and escalate non-standard or complex enquiries to Centres of Expertise for resolution.
• Accurately log and update customer interaction records in CRM/ticketing databases in real time.
• Maintain up-to-date knowledge of policies to resolve enquiries at first contact.
• Meet and maintain individual and team contact centre KPIs (call quality, response times, documentation).
• Handle sensitive information with discretion and confidentiality.

Conocimientos

Customer service

Digital literacy

Verbal communication

Written communication

Policy interpretation

CRM navigation

Herramientas

CRM systems

Ticketing databases

Descripción del empleo

Locations: Newcastle, Wollongong, Bathurst, or Parramatta (on-site hub)

Required Pre-Employment Checks: 2 Professional Reference Checks, National Police Check, Working with Children Check (clearance status), and Departmental Screening (DOIS)

About the Role

Join the shared services contact centre for a major NSW public sector department dedicated to supporting education across the state. As a Customer Service Support Officer, you will deliver high-quality, empathetic support to school-based educators, administrative staff, and corporate teams.

Working in a high-volume, dynamic contact centre environment, you will serve as the first point of contact for enquiries spanning human resources, finance, business services, and core operational platforms. You will troubleshoot first-tier queries, navigate departmental policies, and route complex matters to specialised Centres of Expertise to keep school operations running smoothly.

Key Responsibilities

• Deliver exceptional, professional front-line customer support across phone, email, and digital portals in a fast-paced contact centre environment.
• Provide prompt, accurate advice and direction on general HR, finance, business administration, and operational systems queries.
• Triage, refer, and assign non-standard or complex enquiries to appropriate Centres of Expertise for specialised resolution.
• Accurately log, categorise, and update customer interaction records in enterprise CRM and ticketing databases in real time.
• Maintain up-to-date knowledge of relevant policies, procedures, and legislation to resolve enquiries efficiently at first contact.
• Meet and maintain individual and team contact centre KPIs (call quality, response times, accurate documentation).
• Handle sensitive identity, employee, and student information with discretion and strict confidentiality.

About You

• Proven background delivering high-level customer service in a contact centre, shared services, or fast-paced customer-facing environment (diverse professional backgrounds welcomed).
• Excellent verbal and written communication skills with the patience and empathy needed to support busy school principals, teachers, and corporate stakeholders.
• High digital literacy with the ability to navigate multiple software platforms, knowledge bases, and CRM databases simultaneously (verified with a strong alphanumeric typing score)
• Critical thinking skills to interpret policy, assess caller needs, and determine appropriate escalation pathways.
• Ability to manage steady call volumes with composure, personal accountability, and positive energy in an SLA-driven team setting.
• Full availability to work a 35-hour week on a rotational 7.5-hour shift (including unpaid meal break) between 8:00 AM to 5:00 PM, Monday to Friday.

We actively encourage applications from any background.