Customer Service Officer

Job description

• Initial 12 & 18 month contract fixed term contract with potential to extend
• Hybrid working, 1 day a week in the office
• Up to $80k+ super

• Build and maintain strong relationships with key customers and stakeholders, including suppliers, exporters and material recovery facility operators.
• Deliver a high-quality customer experience by understanding customer needs and providing timely, tailored support across the customer journey.
• Manage numerous customer enquiries and requests ensuring matters are accurately recorded and followed through.
• Educate and support customers to understand their obligations and navigate relevant compliance requirements.
• Investigate customer issues and feedback, identifying opportunities to improve service delivery and customer outcomes.
• Use strong communication, negotiation and conflict resolution skills to manage challenging customer interactions and de-escalate issues where required.
• Maintain accurate customer records and interactions within CRM systems, ensuring information is handled confidentially and appropriately.
• Work collaboratively with internal teams, technical specialists and government stakeholders to resolve issues and maintain consistent service standards.

• Diploma in Customer Service or Certificate in Customer Engagement preferred.
• Strong verbal and written communication skills.
• Previous experience in a highly regulated customer service environment.
• Strong conflict resolution and issue management skills.
• Experience maintaining accurate customer records, including proficiency with CRM systems.
• Proficiency in Microsoft Office applications.