Customer Care & Support Officer
Core
First point of contact for customers using the NSW Planning Portal in a high-volume contact centre, managing calls, emails, and online enquiries to help users navigate services and resolve issues.
Role type
Customer Care and Support Officer
Builds
Customer service interactions and accurate records for the NSW Planning Portal
Domain
Government / Public Sector / Urban Planning
Deliverable
client delivery
Required skills
Customer focus, communication, problem-solving, organisational skills, attention to detail, technology proficiency, sound judgement, reliability
Responsibilities
Manage steady flow of customer enquiries via phone, email, and online channels; provide clear and accurate advice; connect customers with right information or support; maintain accurate records; remain calm during peak periods and challenging interactions; contribute practical ideas to improve customer service.