We are now seeking APS4 Customer Support Officer for our large Federal Government client in Canberra to commence a 12 months contract
Australian Citizens are eligible to apply
What to expect:
You will be responsible for managing complex customer queries and incident events in a multi-channel contact centre environment.
Undertake research of multi-source documents, resources and evidence to correctly and appropriately respond to escalated complex consumer and provider queries, issues and complaints.
Perform investigation of digital data and transactions, and triage written (including judicial and non-judicial supporting documents) and verbal information from consumers or providers to progress assessment and fix activities of time sensitive incident events, including mitigation of potential clinical impact.
Manage personal and team inbound and outbound queues and channels, including mailbox management, case monitoring and coordination of tickets, call centre duties, and internal referrals from compliance and investigation teams to complete and resolve events within defined timeframes and prevent breach of the legislation.
Develop and maintain effective relationships with internal and external stakeholders.
About you:
Experience working within a complex business service delivery environment.
Demonstrated experience in incident or fault management, preferably in a time sensitive or critical customer or clinical impact environment.
Demonstrated experience analysing information from multiple sources, and extracting important and relevant information as evidence to support a conclusion, outcome or recommendation.
Experience managing case or task-based work: setting priorities, monitoring activities, and keeping stakeholders (internal and external) updated and informed of issues and outcomes.
Experience managing inbound queries (over the phone, by mail or through a ticket system) from consumers of a product or service and providing accurate information and advice over the phone and in writing.
Experience communicating technical information to non-technical stakeholders, and creating positive customer experiences.
Karun Sharma
Account Manager - Public Sector
Let's Connect
https://www.linkedin.com/in/karuns/
+61 2 6200 3399
ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.
Aboriginal and Torres Strait Islander people are encouraged to apply.
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Experis Pty Ltd is a wholly owned subsidiary of ManpowerGroup
State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856
