Customer Service Officer

Customer Service role in fast paced Call Centre for one of the best loved banks in Australia - Parramatta

Your new company
This is one of the best loved Big4 banks in Australia with large operations in NSW who are known for being at the forefront of innovation and service excellence. Their HR Direct team respond to all HR related queries for over 55,000 current and former employees as well as external customers. They are looking to recruit a project team of Customer Service Officers whilst they undergo two high profile system changes across their HR info system and HR payroll systems.

Your new role
This is one of the best loved Big4 banks in Australia with large operations in NSW who are known for being at the forefront of innovation and service excellence. Their HR Direct team respond to all HR related queries for over 55,000 current and former employees as well as external customers. They are looking to recruit a project team of Customer Service Officers whilst they undergo two high profile system changes across their HR info system and HR payroll systems. Your new role The new system changes will generate a high volume of queries in relation to accessing information and processing employee payroll updates.

Day-to-day:

• Support employees and managers with HR Policy, Workplace Relations, Pay and Navigational enquiries.
• Resolution of customer enquiries and/or complaints in a professional and caring manner to ensure a great customer experience
• Interacting with your customers through all channels including phone, live chat and forms (via the HR portal) to determine their needs and provide high quality advice and support
• Troubleshoot system queries and provide guidance to callers on how/where to access information or to process requests for a vast range of things such as holiday, role changes, through to intercompany transfers.
• Handle general enquiries into the HR team, which can vary greatly, and can be from any level of employee, much of which could be resolved first time over the phone or require escalation to a HR consultant for more complex/sensitive matters.
• Representing the HR team, you'll demonstrate a great deal of professionalism and provide accurate information at all times.
• The overall focus of this role is to provide a seamless and outstanding service to your customers every time.

What you'll need to succeed
You will enjoy working with people and having conversations with customers, you will be confident in your ability to manage various enquiries and explain service options and processes to customers. Ideally you have experience in a call centre environment and be comfortable working at a fast pace. You enjoy finding solutions and researching information in order to provide a strong service to the people you work with. You may be looking for an opportunity to further develop your existing skill set to move forward in your professional career, if this sounds like you please apply!

What you'll get in return
This is a chance to work in a high profile team where you'll be working with a wide variety of customers. The pay on offer is $28.50 per hour, working a roster between 8:00am and 7:00pm Monday to Friday working a maximum of 38 hours a week. The job will initially be required for a period of 3-4 months but has the opportunity to extend beyond that.


What you need to do now
Apply online now or call Leah Davis on 02 90496947 to hear more.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.