Contact Centre Operator

Public Sector and Government


Posted: 09/05/2019
Job Type: Contract
Location: Parramatta New South Wales

This role is responsible for providing initial advice and direction to internal and external customers regarding SAP HR related enquiries within a Shared Service Centre call centre environment.
In addition, the role assists in the recording and maintenance of the customer enquiries data base as part of the customer relationship management system.

Key accountabilities
* Handle customer enquiries promptly and courteously while maintaining confidentiality and using discretion in the performance of all duties.
* Identify, refer and assign non-standard and more complex enquiries to a Centre of Expertise for action and resolution.
* Maintain records of customer enquires in a customer management system and follow up as required.
* Provide enquiry and referral data to assist in the preparation of reports on the Centre’s activities.

Key challenges
* Delivering high level customer service to the Department’s employees and customers in a high volume call centre environment.
* Maintaining currency in knowledge of HR System processes and related business processes in order to efficiently and effectively respond to customer needs.
* Maintaining accurate data records in a customer management system to ensure that customer enquiries are dealt with in a timely manner.

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