Customer Service Representative
Newcastle, New South Wales, Australia
Worked in a high-volume, fast-paced contact centre environment, adapting to changing priorities and shift rotations while meeting both individual and team KPIs within strict service standards.Delivered expert support across a range of basic and complex agencies and campaigns, managing multiple enquiry types simultaneously to ensure smooth transitions between topics.Professionally resolved enquiries and complaints, handling challenging customer behaviour while adhering to compliance requirements, policies, procedures, and legislation.Built and maintained positive customer relationships across all interaction channels, ensuring client satisfaction, as reflected in monitored customer feedback.Developed a thorough knowledge of Service NSW resources, operating practices, and procedures, ensuring accurate and high-quality customer service in line with the organization’s vision, mission, and values.Provided resolution for inbound calls, directing customers to Service NSW’s digital channels, specialist teams, or external agencies as necessary.Accurately recorded customer complaints, escalating unresolved issues through the appropriate channels while adhering to privacy and legislative requirements to maintain confidentiality and data integrity.Performed various administrative tasks, including processing documents, applications, mail outs, and other assigned duties to support service delivery.
