Education Sector Customer Support Officer – On-site

Randstad NV; Parramatta; On-site; AUD 65,000 - 75,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Digital literacy

Verbal communication

Written communication

Policy interpretation

CRM navigation

Tools

CRM systems

Ticketing databases

Job description

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