Maintenance Support Agent – Call Centre

Abacus Human Capital; City of Brisbane; On-site; AUD 60,000 - 75,000; Full time

Job summary

The Queensland State Government department is seeking a dedicated customer service professional to join a fast-paced call centre. You will handle a high volume of calls, respond to enquiries, and contribute to timely service delivery while maintaining accuracy in records and information systems.

Ideal candidates will have prior call centre experience, strong communication and active listening skills, and the ability to de-escalate challenging interactions.

Qualifications

• Previous call centre or high-volume customer service experience.
• Strong verbal communication and active listening skills.
• Confidence managing complaints and de-escalating challenging situations.
• Strong problem-solving skills and ability to think quickly.
• Ability to work effectively within a KPI-driven environment.
• Excellent time management and ability to manage multiple priorities.
• High level of accuracy, attention to detail and data entry skills.
• Strong computer literacy and accurate record-keeping abilities.
• Positive attitude with the ability to work effectively as part of a team.
• Previous QLD State Government experience will be highly regarded.

Responsibilities

• Handling a high volume of inbound and outbound customer calls
• Responding to enquiries and resolving customer concerns effectively
• Building strong relationships with customers, suppliers and internal and external stakeholders
• Using active listening, negotiation and dispute resolution skills to manage challenging interactions
• Working towards KPIs and established performance measures
• Accurately updating records, databases and information systems
• Preparing documentation and completing general administrative duties
• Contributing positively to team culture and continuous improvement initiatives

Skills

Call centre experience

Active listening

De-escalation

Data entry

Time management

Team player

Problem solving

Stakeholder management

Job description

The Queensland State Government department is seeking a dedicated customer service professional to join a fast-paced call centre. You will handle a high volume of calls, respond to enquiries, and contribute to timely service delivery while maintaining accuracy in records and information systems.

Ideal candidates will have prior call centre experience, strong communication and active listening skills, and the ability to de-escalate challenging interactions.