Monash Connect Senior Officer (HEW 5)

Monash • Clayton, NC

10d

About The Position

We are seeking a highly experienced customer service professional to join our high-performing team. The successful applicant will join our team to help support our future students, provide course advice, progression and support. The Senior Officer of our contact centre is expected to: Answer a range of complex enquiries using your thorough understanding of the products and services you are supporting, ensuring service is compliant with Monash Connect policies and procedures Provide professional, supportive advice and escalate enquiries within guidelines and protocols Provide reporting and administrative assistance to decision makers aimed at improving business services and delivery Maintain an up-to-date knowledge of changes within faculties and other university areas affecting the service and information provided To be a successful member of our team, you will consistently demonstrate strong customer service skills with an ability to communicate clearly in both verbal and written formats. Previous contact centre or high-volume customer contact experience is preferable. Your attention to detail and ability to quickly analyse situations, gather information and make decisions are critical in this role. Having a positive attitude and an ability to remain calm and patient whilst working in a fast-paced environment is essential. If you are ready to take the next challenge in your career, we’d love to hear from you!

Requirements

• strong customer service skills
• ability to communicate clearly in both verbal and written formats
• attention to detail
• ability to quickly analyse situations, gather information and make decisions
• positive attitude
• ability to remain calm and patient whilst working in a fast-paced environment

Nice To Haves

• Previous contact centre or high-volume customer contact experience

Responsibilities

• Answer a range of complex enquiries using your thorough understanding of the products and services you are supporting, ensuring service is compliant with Monash Connect policies and procedures
• Provide professional, supportive advice and escalate enquiries within guidelines and protocols
• Provide reporting and administrative assistance to decision makers aimed at improving business services and delivery
• Maintain an up-to-date knowledge of changes within faculties and other university areas affecting the service and information provided

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed