Are you a customer service professional who loves helping others? Do you excel on the phone, managing challenging interactions and resolving conflicts? If so, this might be the perfect opportunity for you!We're looking for 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 phone based customer service to consumers, complainants, representatives, and AFCA members. As a Customer Service Officer, you'll interact directly with complainants to understand their issues, provide accurate information, and guide them through the AFCA processes.Note: Hybrid working arrangements are available. Full-time attendance in the office required for 5 week onboarding.Success Factors:Technical: Phone based customer service skills, basic computer skills, data entry, chat management, de-escalating conflictCapabilities: customer focus, communication (verbal and written), empathy, resilience, organisation, process and detail orientationExperience: customer service, defusing conflict and managing difficult interactions, inbound contact centre (desired)Attributes: friendly and service-oriented, empathetic, team player, self-motivated and learning agility, results-driven, patient, stable, and consistent
