Customer Service Representative (Call Centre)

• Full time, fixed term position until June 2027
• Candidates may be considered for similar roles that arise within 3 months
• Commencing at $85,621 + 12% super

About the Opportunity

As a Customer Service Representative (‘CSR’), you will play a key role in representing the City of Adelaide (CoA), as the first point of contact to our many and varied customers. You will deliver excellent experiences to customers contacting us by phone as well as some in-person and email contact.

You will enrich the customer experience by providing positive, meaningful and relevant suggestions and referrals to help us create a city everyone can enjoy.

Some of the things you’ll see yourself doing with us are:

• Providing professional customer service in our call centre.

• Providing face-to-face customer service at our front counter.

• Responding to email and other written correspondence as required.

To view a copy of the position description, please click here.

Please note that applicants moving to the next stage will need to be available to attend a group assessment on October 9 (Friday, approx. morning to midday).

Working Rights – Eligibility

We welcome applications from candidates with valid Australian work rights, including those holding a visa with sufficient and appropriate work rights for the position. Australian citizenship is not required; however, visa sponsorship is not available for this position.

About You

To be successful in this role you will have:

• Demonstrated experience in delivering a high level of customer satisfaction in a fast-paced customer service environment.
• Previous call centre experience environment would be highly desirable, however we would also love to hear from you if you have fast-food, hospitality or retail experience too!
• Demonstrated ability to plan and operate efficiently, under pressure to complete work.
• Excellent verbal and written communication skills with the ability to manage challenging clients and situations tactfully and sensitively, and sound numeracy skills.

Eligibility

This position is suited to candidates with strong customer service experience, ideally gained in fast-paced environments where you’ve managed a wide range of enquiries and delivered solutions under pressure.

To ensure this role is the right fit, you’ll be asked a small number of pre-screening questions as part of the application process. These are designed to confirm you have the type of hands-on experience required to succeed in this role from day one.

If you have not worked in customer-facing roles such as retail, hospitality, call centres, government services, transport, or other environments requiring both problem-solving and adherence to policies, your application may not progress further.

Pre-screening questions As part of the application process, you will be asked upon application the questions below:

• Have you worked in a customer service role in any of these industries? Fast food / Hospitality, Retail, Inbound Call Centre Environment, Local / Government Agencies or Transport / Travel Companies?
• Have you ever worked in a role where you were required to enforce policies that customers may not necessarily agree with?
• Do you have experience using multiple computer systems simultaneously while dealing with customer enquiries?
• Do you have experience searching and navigating a company knowledge base (e.g. Sharepoint, intranet) to find solutions quickly?
• Have you worked in a fast-paced, demanding environment where you were responsible for handling a wide range of enquiries?

About Us

Located in the geographic heart of Kaurna Country, the City of Adelaide celebrates its cultural heritage, unique natural surrounds and structures its footprint in a way that allows it to adapt to the changing needs of the community and a dynamic global landscape. Our focus is on our community’s wellbeing and quality of life - investing in city improvements and on future planning, so we continue to design a liveable city where future generations can continue to live authentic and meaningful lives. This is an exciting opportunity to join our team and be a bigger part of our amazing city!

At the City of Adelaide, we thrive in an environment that is welcoming, inclusive and safe, and celebrates difference.  We value and embrace our diverse perspectives and recognise the value diversity has in fuelling innovation and enabling brilliant experiences for our diverse community.

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