Customer Support Officer - Correspondence

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Introduction:
About Orikan

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.

Description:
Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities. We’re seeking a detail-oriented and customer-focused individual to join our South Wharf team as a Customer Support Officer – Correspondence.

About the Role
As a key member of our Customer Support team, you will manage written correspondence from members of the public, ensuring timely and accurate responses. You’ll handle a variety of enquiries and appeals, working closely with internal teams to resolve complex issues and uphold Orikan’s high service standards.

Skills and Experiences:
Key Responsibilities:
Write and produce professional written correspondence to facilitate the management of parking and Infringement services on behalf of Orikan and its clients.
Demonstrate a high level of accurate decision-making and judgement without the need for direct supervision.
Proactively manage complex customer issues and/or complaints in a highly professional manner.
Demonstrate flexibility and co-operate with team leader/s and line managers to help meet contractual KPI’s and business operational requirements

About You:
Strong written communication skills. This role prioritizes writing ability.
Well-developed negotiation, problem solving and decision making skills. This role involves legislation based decision making.
High level of grammar, spelling and correspondence skills
Ability to produce, write and send high numbers of correspondence daily
Conflict resolution skills and a professional approach when dealing with difficult or distressed customers.
Well-developed negotiation, problem solving and decision making skills.
The ability to investigate and make an informed decision based on required guidelines and legislation.
Proven ability to follow Policies and Procedures

Desirable:
In-depth knowledge of relevant Local Government legislation, guidelines and performance standards
Strong knowledge of Infringement Management operating systems.

What's In It For You:
Modern office based in vibrant South Wharf
Values-led culture; supportive and collaborative team environment
Discounted parking at DFO South Wharf
Supportive team culture and ongoing professional development
Be part of a purpose-driven company helping cities work better