Job description
- NSW Government opportunity in Wollongong
- ASAP Start - Initial contract until January 2025
- $34.58 per hour + super
- Monday to Friday (8am - 6pm)
The Role
In this role you will be working within an Procurement, Shared Services Team, where you will act as the first point of contact for multi-channel customer enquiries. This is a fast-paced environment and you will be expected to consistently provide customers with high-quality support in a courteous and empathetic manner.
Responsibilities will include but are not limited to:
- Processing a range of transactions across the service line accurately and efficiently, referencing shared service knowledge articles to ensure the transaction is consistently executed accordingly to requirements.
- Escalating more complex enquiries and transactions to ensure the timely and effective resolution of issues.
- Providing feedback to the customer to ensure they are aware of the progress of their enquiry and/or transaction
- Working across more than one service line where required.
- Effectively use a range of computerised systems to triage, refer or escalate work tasks, enter data and maintain up to date records in order to facilitate work allocation, performance analysis and service improvement.
- Participate in regular quality assessments and in operational and performance discussions.
To be successful in this role you will be a strong Customer Service and Administration professional, with a professional and friendly phone manner, who is able to quickly build rapport with customer order the phone in order to understand and support their needs. Your skills and experience will also include:
- Demonstrated knowledge and/or experience in a customer-centric service organisation.
- Demonstrated ability to adapt and to learn and implement new processes and procedures as new technology, service requirements and work methods emerge.
- Demonstrated ability to meet and exceed Key Performance Indicators (KPIs) in a fast-paced environment.
- Experience using multiple computer-based systems and ability to learn new systems with ease.
- Ability to work cooperatively within a team environment to meet objectives, share knowledge and promote continuous improvement.
- Administration, Finance and Contact Centre experience is highly desirable.
In order to be considered applicants are required to hold Full Australian Working Rights and if successful will be required undergo a National Police Check.
If this sounds like the role for you, please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or call Amy on (02) 9200 3671 for more information.
Please Note: This is a fast moving role with applications closing soon. Only shortlisted applicants will be contacted.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
