Customer Service Officer
Customer Service Officer
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Job Description
Are you a customer service professional who loves helping others Do you excel at managing challenging interactions and resolving conflicts If so this might be the perfect opportunity for you!
Were looking for multiple Customer Service Officers to join our team on a permanent and ongoing basis at AFCA. The primary function of this role is to deliver exceptional customer service to consumers complainants representatives and AFCA members. As a Customer Service Officer youll interact directly with complainants to understand their issues provide accurate information and guide them through the AFCA processes. Your responsibilities will also include accurately recording complaints received from various channels and maintaining precise records. Note: Hybrid working arrangements are available. Full-time attendance in the office required for 8 week onboarding.
The Assessment Centre for this role will take place on the morning of Wednesday 9th July and successful candidates can expect to start in August.
Success Factors:
- Technical: basic computer skills data entry phone and chat management de-escalating conflict
- Capabilities: customer focus communication (verbal and written) empathy resilience organisation process and detail orientation
- Experience: customer service defusing conflict and managing difficult interactions inbound contact center (desired)
- Attributes: friendly and service-oriented empathetic team player self-motivated and learning agility results-driven patient stable and consistent
Qualifications :
To be successful in this role you should have demonstrated experience in a structured customer service environment strong verbal and written communication skills and an ability to deal with conflict and difficult interactions in a calm and empathetic manner. Inbound call centre experience is highly regarded but not essential. You should also have good computer literacy the ability to learn new processes and systems quickly and adapt to changes in the workplace. Strong organisation skills and the ability to juggle and flex between calls chat and repetitive admin tasks are also important.
Additional Information :
- BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements.
- Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
- Employer of Choice Public Sector and NFP Australian HR Awards 2023
- Bronze AWEI Accreditation 2024 Recognised for LGBTQ workplace inclusion.
- Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
- Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
- Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
- Financial benefits Not-for-profit salary packaging to boost take-home pay.
- Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
To apply
If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven if you dont meet every single criterion.
We welcome applications from people of all backgrounds cultures abilities sexual orientations and gender identities. If you require any accessibility support during the recruitment process please reach out to our team at
AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
