Shared Services Support Officer

Easy Authoring; Dubbo; On-site; AUD 44,000 - 63,000; Full time

Job summary

Easy Authoring operates a high-volume contact centre in Dubbo, offering a full-time contract until December 2026. The role handles multi-channel customer interactions, including calls and live chat, with a focus on timely, accurate responses and efficient workflow.

You will use multiple systems, learn new technology quickly, and maintain >85% typing accuracy at 40 WPM, to deliver consistent, customer-centric service.

Qualifications

• Experience in a customer-centric service organisation.
• Ability to understand customer requirements and provide first-contact resolution.
• Proficient in using multiple systems and learn new technology quickly.
• Touch typing with >85% accuracy and a minimum of 40 WPM.

Responsibilities

• Interpret and resolve enquiries in a high-volume, multi-channel contact centre environment.
• Process transactions accurately across services using knowledge resources and templates.
• Identify and raise escalations, issues or trends in real time to improve service delivery.
• Utilise systems and tools to document interactions and support workflow.

Skills

Customer service

First contact resolution

Touch typing

Multi-system use

Job description

• Hourly Pay rate of $38.89 per hour + Super
• Working 7 hrs a day and 35 hrs per week
• Dubbo

• Full-time contract until December 2026
• Hourly Pay rate of $38.89 per hour + Super
• Working 7 hrs a day and 35 hrs per week
• Dubbo

Purpose of the role:

The role operates within a high-volume, fast-paced contact centre environment, responding to multi-channel customer interactions, including inbound calls, live chat, and administrative requests.

Key Accountabilities:

• Provide consistent and high-quality customer service by interpreting and resolving enquiries from internal and external customers, in a fast-paced multi-channel contact centre environment.
• Process a range of transactions accurately and efficiently across a range of services, referencing knowledge resources and templates to ensure the transaction is consistently executed in line with standard operating processes.
• Proactively identify and raise customer escalations, emerging issues, service disruptions, or customer experience trends in real time via the relevant channels, enabling timely intervention and continuous improvement in service delivery.
• Effectively utilising various systems and communication tools simultaneously to efficiently manage workload, document interactions, and support seamless workflow across the team.

Essential requirements:

• Demonstrated experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment.
• Ability to take ownership of customer experience and to build rapport, understand customer requirements and to provide best possible service approach from first contact.
• Experience using multiple systems and ability to learn new technology with ease.
• Ability to touch type accurately (>85% accuracy) and efficiently with a minimum typing speed of 40 words per minute.

About Easy Authoring

Established in 2006, Easy Authoring helps job seekers find the right opportunity to match their skill set and aid career progression. We are the authorized suppliers to NSW, ACT, QLD, and the Federal government as well as multiple corporate organisations to provide contingent labor for various business functions including ICT, Project Management, Change Management, and Learning design along with a broad range of other business-focused positions.