Contact Centre Officer TAFE NSW location Sydney. Salary Max package $74,881.65 inc.

With TAFE NSW you will have the opportunity to grow your professional career in a dynamic and collaborative environment, where you can innovate, create value and proudly play a meaningful role in the once-in-a-generation transformation of Australia’s largest skills and training provider. This is an exciting opportunity to be part of TAFE NSW Student Experience Group.

The Contact Centre Officer provides advice, information and assistance to current and future students from enquiry to enrolment in a manner that ensures a high-quality customer experience and meets service standards.  The position will convert inbound calls from enquiry to enrolment and promote products and service through outbound inquiry conversion campaigns - This role is based in Bankstown.

You’ll love this role if you are passionate about establishing relationships with future students and providing high-quality service and enrolment advice. Place the customer at the centre of all decision-making and are keen to develop a firm grasp of key TAFE NSW value propositions and communicating this to future students. Are adaptive to diverse communication channels such as telephone, online chat, video and email in regards to responding to enquiries.

Reporting to the Team Leader Contact Centre, this position provides high quality service to students that consistently meets service standards and sales targets including managing a large volume of future student inquiries (inbound), displaying effective information gathering and problem solving skills, following up on inquiries (outbound), demonstrating excellent knowledge of current course offering, managing each inquiry through to completion, and complying with defined timeframes.

Places the customer at the centre of all decision-making and display a firm grasp of key TAFE NSW value propositions and communicating this to future students. Works with the Line Manager to develop and review meaningful performance management and development plans. Uses multiple data sources to provide quality information to students and follow appropriate processes with high attention to detail.

Adapts to diverse communication channels such as telephone, online chat, video (e.g. ‘face time’) and/or email in responding to enquiries. Collaborates with internal colleagues where appropriate to identify and resolve current and prospective student enquiries and enrolment issues. Actively participates in continuous improvement.

If you have Certificate IV or equivalent skills, knowledge and experience.  Extensive customer service experience, including the ability to rapidly acquire knowledge regarding new products, services and operations, and the ability to maintain currency in a new and changing environment.

Demonstrated systems and data quality as well as the ability to acquire and apply knowledge of the TAFE administrative procedures and policies to analyse and issues. Ability to address and meet focus capabilities as stated in the Position Description.