Description:
- Fully remote Casual roles to support your lifestyle and work preferences Comprehensive training and support provided
- Great opportunity to support one of our Federal Government Clients
Customer Contact Officer (WFH)
Serco is a place where you can grow
Here at Serco, we take pride in serving governments around the world – by joining our team you’ll be 1 of 10,000+ professionals across ASPAC delivering a range of services in an environment that offers challenge, opportunity, and reward.
As part of our team, you will represent a Federal Government agency delivering services and support to Australians. We offer lots of opportunity for you to grow and flexible benefits to suit you in every stage of your life and career, including:
- 100% training and working from home
- Comprehensive virtual training and support set you up for success
- A flexible Monday–Friday roster with working hours scheduled between 8AM and 8PM
- Access to our extensive benefits including our rewards and discounts program
- Access to our 24/7 Employee Assistance Program for you and your family
Make an impact at Serco
As a Customer Contact Officer, you will play a key role in delivering exceptional service by:
- Responding to inbound calls, offering clear and accurate information to assist customers
- Conducting outbound calls to follow up on enquiries, resolve issues and collect necessary details
- Navigating operating procedures and knowledge articles to provide timely and accurate information to customers regarding our client’s public service.
- Keeping detailed and accurate records of customer interactions
Serco is a place for you
To be successful in this role you’ll have:
- Strong attention to detail and accuracy when interacting with customers
- Excellent communication skills, both verbal and written to explain complex information clearly
- Experience in customer service within a contact centre, retail, hospitality, or similar environment
- The ability to navigate multiple screens and information systems simultaneously
- A calm and resilient approach when handling customer enquiries
- A strong commitment to teamwork and professionalism
- A proactive mindset, eager to learn and apply feedback
Equipment required to undertake the role
As the role offers work from home, the following ‘Bring your own Device’ (BYOD) equipment and home office set up is required:
Windows: 7, 8.1 or 10 or Mac: 10.13 (High Sierra), 10.14 (Mojave), 10.15 (Catalina)
- Up-to-date anti-virus software
Private Internet access
- Minimum internet requirements: NBN or ADSL2+ (internet speeds 30Mbps download and 2.5Mbps upload).
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Smartphone and compatible charger (iPhone, Android, etc.) with minimum 3G internet access
- Remote Access Soft Token installed via App Store / Google Play
Suitable confidential working space at home is required (photographic evidence will be required);
- Mouse and keyboard
- Ergonomic Chair
- Workstation/ desk
- 2 x screens
To work with Serco, you’ll also be required to:
- Complete a pre-employment check including relevant security and Police clearances
- Provide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)
- Complete a behavioural and computer assessment
- Attend an information session that describes what it’s like to work in a virtual contact centre
- If successful in the role, complete the 6-week training and consolidation program (full time during business hours)
As a fast-growing and successful global company, Serco’s services span across the areas of justice, migration, defence, space, customer services, health, and urban mobility.
In joining us, you’ll be part of a highly supportive culture with trusted leaders that will help you achieve your goals.
Are you ready to do important work that really matters?
At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.
We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia, New Zealand, and Hong Kong, and offers unique opportunities to leverage your skills across our core capabilities in health, defence, maritime, justice, immigration, and community services.
We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability.
By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.
Impact a better future at Serco.