Salmat Customer Service Agent Full Time in Melbourne VIC


Branch Melbourne VIC AU

Customer Service Agent
Melbourne VIC

A high proficiency of internet research skills and general computer skills. We are renowned for our inspired people, cutting edge technology solutions and our…

We are renowned for our inspired people, cutting edge technology solutions and our management experience and expertise. We pride ourselves on our people development and we believe our people are responsible for the continued growth and success of our business.

Full Time Customer Service role, working on behalf of a Federal Government Department, in a newly furbished CBD office close to public transport, parking and shops.

Working on behalf of a Federal Government Department this Full Time Customer Service role will see you responsible for answering enquiries via multiple streams of contact. You will be expected to deliver exceptional service across inbound phone enquiries, emails, web chat, case management and back of house processes. You will be responsible for adding value in the way of future needs to customers to maximise their Department experience through the promotion and support of the department’s programmes, websites and digital strategy. Key Responsibilities: Maintain a current understanding of the department’s programmes and initiatives Assist callers with understanding programme information, use of the website, completing relevant forms and calculators Provide feedback and communicate any changes to your team leader or Contact Centre Manager immediately At all times act in the best interest of the Department Work as part of a team, and participate in team meetings, focus groups and chairs in a constructive manner Act professionally and appropriately at all times Ensure that you are ready to complete your allocated work item at the commencement of your shift and adhere to the scheduled break times Correctly answer incoming telephone calls or emails and positively identify customers Exercise discretion in resolving issues to the satisfaction of the customer and the client and always seek clarification when unsure Understand and meet individual and campaign targets and key performance indicators (KPIs). These will be advised during the course of your employment, and may be reviewed in accordance with the project objectives Maintain an up to date knowledge of the KANA application and use it correctly to track call results, work modes and capture handle times Provide a superior level of customer service and through the set out Quality Assurance Framework and ensure that all transactions are completed thoroughly Convey information in accordance with the guidelines provided by the department Adhere to policy and security requirements Accurately record all relevant data. Relevant data items will be determined during transition and may be updated from time to time Essential Requirements: A background which contains demonstrated strong customer service and communication skills Excellent verbal and written communication skills A high proficiency of internet research skills and general computer skills High standards of communication (including excellent English language skills and clear diction) Ability to be able to control a call Problem solving skills, results driven Time management skills and attention to detail Ability to work as part of a team to achieve mutual goals Strong work ethic; honest, reliable, mature and displays professionalism Please note that a Police Check will be required for this role. This is a Full time opportunity offering 38 hours per week – insert hours of operation/avails If this sounds like you apply NOW Please note successful applicants will be required to complete a background check. IMPORTANT MESSAGE TO EMPLOYMENT BUSINESSES AND OR EMPLOYMENT AGENCIES Please note that Salmat will not accept any enquiries or referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to have written authorisation from the Group Recruitment Manager before referring any candidates to Salmat. Without this prior written authorisation being obtained any actions undertaken by the employment businesses/agencies shall be deemed to have been performed without the consent or contractual agreement of Salmat. Salmat therefore shall not be liable for any fees with respect to any such unauthorised referral by any employment businesses/agencies.

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Employment Type: Full Time
Location: Melbourne, VIC, AU
Posted on: 2017-04-17
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