Contact Centre Representative

The role

A career in community housing is extremely rewarding and now you too can contribute to positive social impact and a world without housing poverty.

The Contact Centre Representative is responsible for providing outstanding customer service over the phone to both new and existing customers. Your previous experience in liaising with a diverse range of vulnerable people will be highly regarded as you will be the first point of contact for our customers who may be in housing crisis.

You will address customer queries around housing and tenancy issues, triage customers based on their concerns, utilise your problem-solving skills, and respond in a timely and efficient manner.

This role will see you receiving 50-70 inbound phone calls per day, typing notes into our CHL system, lodging maintenance requests with relevant contractors, and responding to requests via email.

This role is based in Denpasar, Indonesia reporting into our Contact Centre Manager who is located in Australia. Shifts will be between 6:00am - 3.00pm or 8.00am - 5.00pm local time, you may be required to work public holidays from time to time.

Excellent English skill in both spoken and written are a mandatory requirement for this role.

About you

To be successful for this role, you will have excellent English skills along with previous contact center experience. Ability to remain resilient under difficult circumstances whilst dealing with heightened and vulnerable clients. A willingness to take on board constructive feedback for improvement.

Essential Criteria:

• Previous experience working in a contact center.
• Outstanding communication with the ability to problem solve and take ownership of varied customer enquiries, set expectations, and ensure that they are managed through to resolution.
• Relevant skills and experience in working effectively and sensitively with a diverse customer group with complex needs.
• Ability to handle a high volume of work and priorities effectively.
• Strong work ethic, willingness to learn, and a caring empathetic nature.
• Ability to work independently and as an effective team member, with a commitment to participating in a supportive and collaborative team culture.
• Quick thinking, resilient, and thrive in a multitasking environment where no day is ever the same!
• Previous experience working on MS Office Programs.
• Ability to compose professional correspondence via email to internal and external stakeholders.

Desirable:

• Previous experience working in the social/ community housing sector.

Please note: To be considered for this role, applicants must submit a cover letter detailing your suitability for the role and a resume written in English. Applications that are not received in English will not be considered.