Job Description

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Customer Service Officer

Advertiser: Nexia International3.5833 out of 53.6 overall rating (12 employee reviews) More jobs from this company

Job Information

Job Listing Date
21 May 2020
Location
ACT
Work Type
Full Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Customer Service Officer

  • Available for immediate start
  • Comprehensive on the job training program
  • Varied working hours initially from 8:30am-5pm or 10:30am-7pm
The Ideal Plan Management Division manages the plans of NDIS participants and as a Customer Service Officer you will act as the first point of contact for the participants via phone or email.

The key responsibilities of this role will include:
  • Provide and maintain high quality services and advice to participants, collaborate and share knowledge with other members of the team
  • Undertake customer and stakeholder liaison and negotiation activities to resolve customer enquiries and complaints
  • Maintain positive relationships with internal and external stakeholders, including service providers
  • Manage a variety of inbound customer enquiries and correspondence including account enquiries
  • Contribute and conduct data reconciliations to ensure data integrity is maintained
  • Escalate and monitor the progress of enquiries as appropriate in accordance with established standards and systems; and
  • Other duties as assigned having regard to your skills, training, experience at the relevant level of the role.
To be successful, you will have:
  • Demonstrated experience in customer support roles and in the delivery of high-quality customer services
  • Sound understanding of best practice service management principles and practices
  • Excellent problem-solving skills and customer focus to deal with enquiries with diplomacy and tact
  • Have exceptional communication skills, both verbal and written
  • Proven ability to work with minimal supervision and to prioritise work within tight timeframes in a dynamic office environment
  • A high level of professionalism and be a team player.
Considering the fast-growing nature of the business, successful candidates will need to possess high level organisational skills, agility and willingness to assist in multiple areas relating to the business. You must have strong attention to detail with the ability to take initiative, build and maintain relationships. Previous experience in a client service centre or call centre environment as well as experience in working with vulnerable people will be highly regarded.

Please note, successful candidates will need to complete a National Police check as a pre-requisite of employment.

Knowledge of the National Disability Insurance Scheme and/or previous experience in the disability/community sector will be highly regarded.

The successful applicants will be rewarded with a competitive salary and the opportunity to become a critical member of a high performing and fast-growing team with a friendly and supportive culture to progress your career.

IDEAL Plan Management is an Equal Opportunity Employer and encourages applications from people with a disability and their carers, Aboriginal and Torres Strait Islander people, and people from culturally and linguistically diverse backgrounds.

To apply online, please click on the appropriate link below.
  • Available for immediate start
  • Comprehensive on the job training program
  • Varied working hours initially from 8:30am-5pm or 10:30am-7pm
The Ideal Plan Management Division manages the plans of NDIS participants and as a Customer Service Officer you will act as the first point of contact for the participants via phone or email.

The key responsibilities of this role will include:
  • Provide and maintain high quality services and advice to participants, collaborate and share knowledge with other members of the team
  • Undertake customer and stakeholder liaison and negotiation activities to resolve customer enquiries and complaints
  • Maintain positive relationships with internal and external stakeholders, including service providers
  • Manage a variety of inbound customer enquiries and correspondence including account enquiries
  • Contribute and conduct data reconciliations to ensure data integrity is maintained
  • Escalate and monitor the progress of enquiries as appropriate in accordance with established standards and systems; and
  • Other duties as assigned having regard to your skills, training, experience at the relevant level of the role.
To be successful, you will have:
  • Demonstrated experience in customer support roles and in the delivery of high-quality customer services
  • Sound understanding of best practice service management principles and practices
  • Excellent problem-solving skills and customer focus to deal with enquiries with diplomacy and tact
  • Have exceptional communication skills, both verbal and written
  • Proven ability to work with minimal supervision and to prioritise work within tight timeframes in a dynamic office environment
  • A high level of professionalism and be a team player.
Considering the fast-growing nature of the business, successful candidates will need to possess high level organisational skills, agility and willingness to assist in multiple areas relating to the business. You must have strong attention to detail with the ability to take initiative, build and maintain relationships. Previous experience in a client service centre or call centre environment as well as experience in working with vulnerable people will be highly regarded.

Please note, successful candidates will need to complete a National Police check as a pre-requisite of employment.

Knowledge of the National Disability Insurance Scheme and/or previous experience in the disability/community sector will be highly regarded.

The successful applicants will be rewarded with a competitive salary and the opportunity to become a critical member of a high performing and fast-growing team with a friendly and supportive culture to progress your career.

IDEAL Plan Management is an Equal Opportunity Employer and encourages applications from people with a disability and their carers, Aboriginal and Torres Strait Islander people, and people from culturally and linguistically diverse backgrounds.

To apply online, please click on the appropriate link below.
The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • Do you have customer service experience?
  • Do you have experience in an administration role?
  • Have you worked in a call centre before?
  • Do you have experience in a role which requires relationship management experience?

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