Customer Service Support Officer

Randstad; Sydney; On-site; AUD 60,000 - 70,000; Full time

Job summary

Randstad is seeking a Customer Service Support Officer to join the NSW public sector, supporting education across the state. The role is on-site across Newcastle, Wollongong, Bathurst, or Parramatta, handling inquiries from educators and corporate teams in a busy contact centre.

You will log interactions in CRM, resolve first-line issues, and escalate complex cases while maintaining KPIs and confidentiality. A 6-month initial contract with a 35-hour week is offered.

Qualifications

• Experience delivering high-level customer service in a contact centre, shared services, or fast-paced environment.
• Strong verbal and written communication with empathy for educators and staff.
• Able to navigate multiple software platforms and CRM databases while maintaining accuracy.

Responsibilities

• Deliver frontline customer support via phone, email, and portals in a fast-paced centre.
• Provide accurate guidance on HR, finance, and operations queries.
• Triages and escalates complex enquiries to Centres of Expertise for resolution.

Skills

Customer service

Communication

Digital literacy

Policy interpretation

Confidentiality

Tools

CRM software

Ticketing systems

Knowledge bases

Job description

Role Overview

• Start Date: 11 January 2027

• Contract Duration: 6-month initial assignment (no overtime required)

• 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.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

qualification

• Proven background delivering high-level customer service in a contact centre
• shared services
• or fast-paced customer-facing environment (diverse professional backgrounds welcomed).

working at

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