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April

Field Support Centre Agent- Aps 3

Adecco - Canberra, ACT

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

Full Job Description
Temporary (casual) position with shift working hours across day, evening, night
Canberra based
$36.03 per hour (including 20% loading) plus 15.40% super

Field Support Centre (FSC) Agents will be responsible for providing telephone support to Census field staff. FSC Agents will need to search knowledge information sources to resolve or escalate queries about Census procedures, Work Health and Safety, technical problems and other issues

Client Details

About the Australian Bureau of Statistics

We are Australia's national statistical agency. We aim to understand Australia's data needs to inform important decisions about our nation's future.

About the Census

The Census of Population and Housing (Census) is run every five years and is one of the largest and important collections to count the number of people and houses in Australia. The Census collects information about where we live, age, our culture, religion, income, education, living and housing arrangements. The information is used to make important decisions, such as government funding, input into policy-making and electoral boundaries.

Description

Field Support Centre (FSC) Agents will be responsible for providing telephone support to Census field staff. FSC Agents will need to search knowledge information sources to resolve or escalate queries about Census procedures, Work Health and Safety, technical problems and other issues.

In your role you will be required to:
Provide procedural, Work Health and Safety (WHS) and, technical help to Census field staff.
Resolve or escalate complex field queries, issues and incidents to the appropriate area.
Log all phone interactions with field staff into a central database.
Provide regular feedback regarding status updates and emerging issues to management.
Support the implementation of improvements and changes in procedures or processes during operations.
Support the management of responses to incidents and crises, including the submission of relevant work health and safety incident reports.
Ensure Census information and materials are always kept confidential.
Undertake a combination of procedural, operational and administrative duties.
Contribute to the progressive and final evaluation of Census operations for your work area.
Other duties as required.

Profile

We are looking for candidates that have experience or demonstrated knowledge in:

Ability to move quickly between processes and tasks, and work in a busy, fast paced operational environment
Are highly motivated to work in a call centre team, delivering quality outcomes within a dynamic and complex environment.
Have well-developed interpersonal, customer relations and communication skills.
Confidently communicate and engage in telephone conversations in a professional manner, with people at all levels, on work-related or other administrative matters.
Ability to utilise a range of information technology systems and applications, quickly gain confidence in new systems and applications, and assist others to use these systems.
Ability to work well within a team.
Ability to problem solve and independently make decisions within the procedural guidelines of the role.
Have the ability to follow direction and procedures.

Job Offer

To become a field support centre agent, you must meet the following eligibility requirements:

Australian citizenship - You must be an Australian Citizen or have the legal right to work in Australia. Evidence will be required during pre-employment screening. Preference will be given to Australian citizens.
Character checks - If you are found suitable for employment, you will be required to undergo a number of pre-employment checks which will include an identity check, and national police check.
Health Self-assessment - As part of your application, you are required to complete a health self-assessment to demonstrate you are fit and able to safely perform the role.

000000_161794633767519

Canberra, ACT

Customer Service & Call Centre




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