Shared Services Support Officer

Talent Corp; Dubbo; On-site; AUD 44,000 - 63,000; Full time

Job summary

Talent International in Dubbo, NSW, seeks a Shared Services Support Officer for a contract role with the NSW Government. You will handle inbound calls, live chat and admin requests, resolving routine enquiries at first contact using established procedures and digital tools.

Based in a busy contact centre, you will meet KPIs, process transactions, and maintain accurate records across multiple systems, with an hourly rate of $38.89/hour + Super.

Qualifications

• Experience in a contact centre, customer service, shared services or similar environment.
• Strong communication skills and the ability to build rapport and understand customer needs.
• A proactive approach to taking ownership of enquiries and delivering positive customer outcomes.
• Ability to learn new processes, procedures and technology quickly.
• Confidence using multiple systems in a fast-paced environment.
• Typing speed of at least 40 words per minute, with greater than 85% accuracy.

Responsibilities

• Deliver professional customer service across phone, live chat and administrative channels.
• Resolve enquiries and process transactions accurately using approved procedures and templates.
• Identify and escape complex enquiries, service disruptions and emerging customer issues.
• Navigate multiple systems while maintaining accurate records of customer interactions.
• Meet individual KPIs and contribute to team service targets.
• Share knowledge and participate in quality assessments, training and continuous improvement activities.

Skills

Contact centre experience

Customer service

Strong communication

Proactive ownership

Learning new processes

Typing speed 40 wpm

Job description

Talent International is currently recruiting Shared Services Support Officer to work for the NSW Government, based in Dubbo. This is a contract till end of Dec with the possibility of extension, paying $38.89/hour + Super.

About the role

Working in a busy contact centre, you will support internal and external customers through inbound calls, live chat and administrative requests. You will resolve routine enquiries at first contact and process transactions using established procedures, knowledge resources and digital systems.

Key responsibilities

• Deliver professional customer service across phone, live chat and administrative channels.
• Resolve enquiries and process transactions accurately using approved procedures and templates.
• Identify and escape complex enquiries, service disruptions and emerging customer issues.
• Navigate multiple systems while maintaining accurate records of customer interactions.
• Meet individual KPIs and contribute to team service targets.
• Share knowledge and participate in quality assessments, training and continuous improvement activities.

About you

• Experience in a contact centre, customer service, shared services or similar environment.
• Strong communication skills and the ability to build rapport and understand customer needs.
• A proactive approach to taking ownership of enquiries and delivering positive customer outcomes.
• Ability to learn new processes, procedures and technology quickly.
• Confidence using multiple systems in a fast-paced environment.
• Typing speed of at least 40 words per minute, with greater than 85% accuracy.