AO3 Customer Service Officer
Core
Provide responsive customer and systems support to internal users in a high-volume service desk and contact centre environment.
Role type
Senior IC customer service officer (help desk)
Builds
Corporate systems and payroll support services for internal users
Domain
Government / IT Service Management
Deliverable
dashboards & analysis
Required skills
Managing high volumes of inbound enquiries, Customer service, Contact centre experience, User access administration, Identity verification, Incident recording, Payroll support, Rostering support, Service management systems
Preferred skills
Payroll systems, Rostering systems, Service management systems
Responsibilities
Managing enquiries received by phone and email, Completing user access administration and identity verification, Assessing, prioritising and escalating customer requests, Recording incidents and requests, Liaising with payroll and rostering users to resolve enquiries, Providing clear updates on incidents and service requests, Maintaining accurate records and activity reports