Customer Service Officer - Customer Engagement

Our NSW Government client is seeking a Customer Service Officer - Customer Engagement to join a high-performing customer-facing team providing specialist support services to customers across a range of channels. This role will be responsible for responding to customer enquiries, maintaining accurate records, resolving issues, and delivering exceptional customer service in a fast-paced environment. The successful candidate will demonstrate strong communication skills, empathy, resilience and a genuine commitment to delivering positive customer outcomes.

Start Date: ASAP

Contract Role Till: 30 October 2026, with strong potential for extension.

Hourly Rate: $41 per hour + Super

Hours of Work: 7 hours per day, 35 hours per week.

Tasks & Responsibilities:

• Respond to customer enquiries across multiple channels including phone, email, online platforms and face-to-face interactions.
• Deliver high-quality customer service by providing accurate information and resolving enquiries efficiently.
• Develop and maintain knowledge of business processes, systems, policies and procedures to support effective service delivery.
• Use customer-focused communication techniques to effectively support customers with varying and complex needs.
• Engage with customers to understand their circumstances, resolve concerns and provide appropriate support and guidance.
• Accurately create, update and maintain customer records, interactions and transactions.
• Manage customer complaints and elevate unresolved issues where required.
• Identify opportunities to improve customer service processes and contribute to continuous improvement initiatives.
• Ensure adherence to service standards, performance metrics and operational procedures.
• Collaborate with internal teams and stakeholders to deliver positive customer outcomes.

Experience & Skills Required:

• Previous experience in a customer service, contact centre or customer engagement role.
• Strong communication skills with the ability to build rapport and engage effectively with a diverse range of customers.
• Strong problem-solving skills and the ability to manage customer enquiries through to resolution.
• Demonstrated ability to handle sensitive, complex or challenging customer interactions professionally.
• Excellent attention to detail and ability to accurately maintain customer records and information.
• Experience using computer-based systems, customer management platforms and Microsoft Office applications.
• Ability to manage competing priorities and perform effectively in a fast-paced environment.

Candidates must possess existing Australian working rights and live in/or around the Greater Newcastle Area.

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