Customer Contact Officer

Job Title: Customer Contact Officer – Work from Home Location: Melbourne, Victoria Employment Type: Casual Serco is a place where you can grow Join a team of 10,000+ professionals across APAC and experience a place of challenge, opportunity, and reward. Benefits As part of our team, you will represent a Federal Government agency delivering services and support to Australians. We offer lots of opportunity for you to grow and flexible benefits to suit you in every stage of your life and career, including:

• $34.91 per hour (includes 25% casual loading)
• Flexible weekday shifts between 8AM and 8PM — no weekend work
• Approximately 20–30 hours per week, with natural fluctuations and a break over the December and January holiday period to recharge
• Fully remote role that saves you time and money on travel
• Complete 6-weeks full-time training from the comfort of your own home
• Access to our extensive benefits including our rewards and discounts program
• Access to our 24/7 Employee Assistance Program for you and your family

Make an impact at Serco As a Customer Contact Officer, you will play a key role in delivering exceptional service by:

• Responding to inbound calls, offering clear and accurate information to assist customers
• Conducting outbound calls to follow up on enquiries, resolve issues and collect necessary details
• Navigating operating procedures and knowledge articles to provide timely and accurate information to customers regarding our client’s public service.
• Keeping detailed and accurate records of customer interactions

Serco is a place for you To Be Successful In This Role You’ll Have

• Strong attention to detail and accuracy when interacting with customers
• Excellent communication skills, both verbal and written to explain complex information clearly
• The ability to navigate multiple screens and information systems simultaneously
• A calm and resilient approach when handling customer enquiries
• A strong commitment to teamwork and professionalism
• A proactive mindset, eager to learn and apply feedback

To work with Serco, you’ll also be required to:  

• Complete a pre-employment check including relevant security and Police clearances 
• Provide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)  
• Complete a behavioural and computer assessment  
• Attend an information session that describes what it’s like to work in a virtual contact centre
• As this is a work from home role you will be required to provide your own equipment and have a suitable home office setup

Are you ready to do important work that really matters? At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges. We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia, New Zealand, and Hong Kong, and offers unique opportunities to leverage your skills across our core capabilities in health, defence, maritime, justice, immigration, and community services. We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging. Impact a better future at Serco.