Shared Services Support Officer

• Full-time contract until December 2026
• Hourly Pay rate of $38.89 per hour + Super
• Working 7 hrs a day and 35 hrs per week
• Dubbo

Purpose of the role:
The role operates within a high-volume, fast-paced contact centre environment, responding to multi-channel customer interactions, including inbound calls, live chat, and administrative requests.

Key Accountabilities:

• Provide consistent and high-quality customer service by interpreting and resolving enquiries from internal and external customers, in a fast-paced multi-channel contact centre environment.
• Process a range of transactions accurately and efficiently across a range of services, referencing knowledge resources and templates to ensure the transaction is consistently executed in line with standard operating processes.
• Proactively identify and raise customer escalations, emerging issues, service disruptions, or customer experience trends in real time via the relevant channels, enabling timely intervention and continuous improvement in service delivery.
• Effectively utilising various systems and communication tools simultaneously to efficiently manage workload, document interactions, and support seamless workflow across the team.

Essential requirements:

• Demonstrated experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment.
• Ability to take ownership of customer experience and to build rapport, understand customer requirements and to provide best possible service approach from first contact.
• Experience using multiple systems and ability to learn new technology with ease.
• Ability to touch type accurately (>85% accuracy) and efficiently with a minimum typing speed of 40 words per minute.

If this sounds like you, please submit your resume by clicking the 'Apply Now'
  
About Easy Authoring:
Established in 2006, Easy Authoring helps job seekers find the right opportunity to match their skill set and aid career progression. We are the authorized suppliers to NSW, ACT, QLD, and the Federal government as well as multiple corporate organisations to provide contingent labor for various business functions including ICT, Project Management, Change Management, and Learning design along with a broad range of other business-focused positions.