Senior Call Centre Representative | NSW Government
Core
Respond to customer enquiries via phone, email, and online channels; investigate portal issues; provide guidance on planning processes; triage and escalate matters.
Role type
Senior Call Centre Representative
Builds
Customer service interactions and portal issue resolutions for government services
Domain
Public sector / Government services
Deliverable
client delivery
Required skills
Contact centre experience, multi-system navigation, written and verbal communication, customer service, attention to detail, triage, escalation
Responsibilities
Respond to customer enquiries via phone, email, and online channels; Investigate Portal issues and determine next steps; Provide accurate information and guidance on planning processes; Escalate complex matters and ensure timely follow-up; Support customers with Portal and general planning enquiries; Triage calls, emails, and webforms for resolution or escalation
Seniority
Senior, 2+ years experience