As a Customer Service Agent you will
• Use high-level interpersonal skills, active listening skills, empathy, and questioning/fact-finding techniques to understand customer needs and meet their expectations
• Handle inquiries professionally through a multi-channel environment; responding to emails and web enquiries, answer phone enquiries promptly and professionally
• Maintain a high level of accuracy for all customer-related documentation via updates in CRM and integrated systems

Job details

About the role

As a Customer Service Agent you will:

• Use high level interpersonal skills, active listening skills, empathy, and the use of questioning/fact-finding techniques to understand the customer needs and meet their expectations.

• Handle customer inquiries professionally through multi-channel environment; responding to emails and web enquiries, answer phone enquiries promptly and professionally.

• Maintain high level of accuracy of all customer-related documentation for call logging, contact detail updates in CRM systems and integrated systems (you must be able to talk and type at the same time).

• Keep your content knowledge up to date and current.

• Support your team and customer by adherence to roster start/finish times, breaks and meeting schedules and meet your personal and team KPIs.

• Practical experience using call centre technology and the ability to quickly learn multiple internal data bases and procedures.

• Demonstrate strong communications skills, both verbal and written, that is succinct, adaptable, and informative.

• Foster and maintain strong, positive and constructive relationships with Customer Service Centre (CSC) team members and other teams within Customer and Business Services (CBS).

• Demonstrate commitment to contemporary standards of ethical practice, a safe workplace, equity and diversity.

• Show respect and appreciation for legislation and policy frameworks by consistently operating to key standards. Upholds integrity through responsible management and use of processes and resources.

• Undertake projects as required.

You may also

• Be required to be on call or work outside of core business hours

• Have working knowledge of the Microsoft Dynamic CRM is highly desirable

• Have working knowledge of Genesys PureCloud Telephony system is highly desirable

You will be good at

• Establishing and maintaining effective relationships with internal and external clients in order to meet expectations and improve service delivery.

• Being proficient in call centre technology such as Soft Phones; scripting information; CRM. You should also have a natural aptitude for using multiple internal business systems.

• Building rapport well with team members and clients and is sensitive to the needs and concerns of others

• Learning quickly when facing new problems and is open to change

Learn why our people choose DAF and more importantly why they stay.

• Work with passion and purpose

• Have a tangible impact, for today and tomorrow

• Enjoy interesting, diverse work

• Follow your path wherever it leads

• Get the flexibility and support you need to thrive

• Be part of our one, diverse DAF

Find purpose you feel, impact you see and a legacy you bring to life.

Applications to remain current for 12 months

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• Candidate information pack (PDF, 266KB)
  
  
  580695 24 - Role Description (Word, 345KB)