Job Description

Job Header

Contact Centre Agent

Advertiser: NORTEC Employment and Training LtdMore jobs from this company

Job Information

Job Listing Date
12 Jun 2019
Location
Gold Coast
Work Type
Casual/Vacation
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Contact Centre Agent

About NORTEC

NORTEC is a for-purpose, community-owned organisation.
Our delivery of community programs, employment services, and small business support is centered around our organisational purpose, which is to provide support and service that enables disadvantaged and/or unemployed people in our community to secure and sustain meaningful employment.
These activities assist us in giving back to our community in a way that supports and promotes social engagement and economic growth.
We achieve success through our performance-based culture that delivers what we promise and is built on a platform of integrity, accountability and genuine service-focus.

 

About the Opportunity

There is an exciting opportunity available for a Contact Centre Agent to join the team in our South Tweed Heads office. As a Contact Centre Agent, you will be responsible for answering incoming calls and making outbound calls to book appointments, capture employment information, answer questions, handle complaints, and resolve customer issues in a timely and professional manner.

 

Key Responsibilities

  • Provide professional response to all types of customer requests along with a high level of personalised customer service
  • Manage and resolve customer issues in a timely manner
  • Where appropriate route calls and or leads to appropriate staff contact or resources
  • Process calls in an efficient manner meeting call response time KPI's
  • Ability to comprehend, capture as well as interpret basic customer information
  • Sound judgemental abilities to enable the management of difficult customer situations, to respond promptly to the needs of the customer
  • Solicit feedback to improve service and respond to requests for service/assistance
  • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands

 

Required Skills, Experience and Qualifications

  • Demonstrate adaptable interpersonal and communication skills (verbal and written) with an ability to influence, motivate and to build relationships with candidates and stakeholders
  • Ability to provide quality customer service, demonstrating knowledge of customer service principles and practices
  • Knowledge of call centre telephony and technology as well as possessing conflict management and problem-solving skills
  • Demonstrated capacity to undertake sales and marketing activities
  • Strong computer skills with experience using Microsoft Office programs and database systems with a minimum typing speed of 50wpm

About NORTEC

NORTEC is a for-purpose, community-owned organisation.
Our delivery of community programs, employment services, and small business support is centered around our organisational purpose, which is to provide support and service that enables disadvantaged and/or unemployed people in our community to secure and sustain meaningful employment.
These activities assist us in giving back to our community in a way that supports and promotes social engagement and economic growth.
We achieve success through our performance-based culture that delivers what we promise and is built on a platform of integrity, accountability and genuine service-focus.

 

About the Opportunity

There is an exciting opportunity available for a Contact Centre Agent to join the team in our South Tweed Heads office. As a Contact Centre Agent, you will be responsible for answering incoming calls and making outbound calls to book appointments, capture employment information, answer questions, handle complaints, and resolve customer issues in a timely and professional manner.

 

Key Responsibilities

  • Provide professional response to all types of customer requests along with a high level of personalised customer service
  • Manage and resolve customer issues in a timely manner
  • Where appropriate route calls and or leads to appropriate staff contact or resources
  • Process calls in an efficient manner meeting call response time KPI's
  • Ability to comprehend, capture as well as interpret basic customer information
  • Sound judgemental abilities to enable the management of difficult customer situations, to respond promptly to the needs of the customer
  • Solicit feedback to improve service and respond to requests for service/assistance
  • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands

 

Required Skills, Experience and Qualifications

  • Demonstrate adaptable interpersonal and communication skills (verbal and written) with an ability to influence, motivate and to build relationships with candidates and stakeholders
  • Ability to provide quality customer service, demonstrating knowledge of customer service principles and practices
  • Knowledge of call centre telephony and technology as well as possessing conflict management and problem-solving skills
  • Demonstrated capacity to undertake sales and marketing activities
  • Strong computer skills with experience using Microsoft Office programs and database systems with a minimum typing speed of 50wpm

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