x2 Roles: Digital Service Representative - IT Service Desk/ Customer Service Pro

Salary: 37.50/ hr + super

• 3 Month Contact Role x 2
• Service NSW - IT Service Desk Professionals/ Customer Service Professionals
• Glenmore Park Service Centre
• Start 1st October - End 31st December
• $37.50/ h + super
• 35 hours a fortnight guaranteed
• Every second Saturday required
• Guaranteed 17 hrs/ week - scope for additional hours subject to demand with mutual agreement approach to supplemental hours
• Across two sites - Penrith and Glenmore Park - good public transport connections
• Rota/ Roster prepared four weeks in advance

Deliver services in a professional manner in all customer interactions to create positive customer
experiences and ensure customer satisfaction as a priority
- Action customer complaints arising from complex agency transactions by ensuring they are accurately
resolved, recorded and unresolved issues are escalated through appropriate channels to support
effective complaints resolution
- Complete activities in the provision of service delivery in accordance with privacy requirements and
legislative obligations to ensure confidentiality, privacy and integrity of information is not compromised
- Monitor digital performance in service centres, and take actions to increase adoption, drive usage and
deliver optimum service delivery outcomes.
- Develop and maintain knowledge of organisational information resources and operating standards and
practices to record and resolve and customer complaints and escalate any unresolved issues to support
and enable positive customer outcomes
- Provide advice and support to customers on the adoption of digital services, and in the education of
users to deliver great customer experiences through the use of on-line technology
- Maintain awareness of the organisation's customer escalation points to ensure customers are referred
to appropriate channels for the completion of out of scope transactions
- Contribute to continuous improvement initiatives through new ideas and identification of opportunities to
improve the efficiency of work processes and the implementation of changes in service delivery

Important Information This role is Service Centre based; the successful contractor will be required to work on-site for all shifts. The successful contractor will be working between the hours of 8:30am to 5:30pm Monday to Friday and 8:30am to 12:30pm Saturdays (excluding Public Holidays).
Position description:
Looking for candidates with 2 - 3 years customer service experience (call centre, admin, retail) Need excellent written and verbal communication skills Previous gov experience is preferred but not required Looking for candidates who have previously worked in an office environment Intermediate computer skills required - Typing Using mouse and monitor Strong email etiquette Proficient in Microsoft office suite, particularly Outlook and Teams Specific software will be taught however contractors need to be technically savvy and have the ability to pick up systems quickly A drivers licence is essential as you will need to travel between various locations as listed below.
Training All training is delivered on site with support from colleagues and Manager.

• Essential Requirements:

Police Check
2 References