Customer Service Officer (L2Z1)

Who You Are

You are an integral part of building a thriving community in Camden, playing a key role in enhancing citizen satisfaction by building positive customer relationships through effective communication and problem resolution. Your interpersonal skills and emotional intelligence allow you to identify and address the needs of citizens with patience and professionalism. You possess a strong ability to navigate services, maintain confidentiality, and are adaptable to flexible working arrangements.

What the Job Involves

You will work as part of a team responsible for managing incoming calls from the main switchboard and exception payment lines, ensuring a great experience for every contact. Responsibilities include accurately assessing caller needs, taking payments, resolving queries, maintaining professional communication, and logging call information. You'll also support general contact center activities and contribute to continuous improvement efforts by gathering customer feedback and adopting a solution-based approach.

Skills

• Effective problem resolution and decision-making
• Professional curiosity and questioning techniques
• Strong customer support and assistance skills
• Service navigation and up-to-date information provision
• Judgement, confidentiality, and discretion
• Digital skills in information retrieval and Microsoft software
• Time management and flexibility
• Handling difficult conversations with patience and influence
• Accurate record-keeping and CRM system proficiency