Call Centre Officer

1. User Support and Incident Management

  • Serve as the first point of contact for all NSW-related enquiries and incidents received via support channels
  • Provide first-level assistance and guidance to users on NSW platform usage, including navigation, basic troubleshooting, and general system enquiries.
  • Support non-technical users by providing clear, step-by-step guidance in a professional and courteous manner.
  • Respond to high volumes of support requests while maintaining service quality and professionalism.
  • Coordinate with maintenance teams, recovery units, and supervisors to minimize downtime and ensure quick resolution.

2. Ticket Logging and Classification


  • Log all incidents and service requests into the ticketing system in a timely and accurate manner
  • Maintain complete and accurate records of user interactions, actions taken, and resolution outcomes.

4. Operational Monitoring and Reporting

  • Monitor daily volumes of calls, emails, chats, and portal tickets.
  • Identify recurring issues and systemic challenges and escalate trends to the Support Centre Lead.
  • Contribute to operational reports on ticket volumes, resolution timelines, and common user issues.

Required Qualifications

  • Minimum of a Bachelor’s degree or equivalent qualification in Supply Chain, Logistics, Information Technology, Computer Science or a related discipline. Call centre experience will be an added advantage.

Technical Competencies

  • Good understanding of import and export processes, as well as overall understanding of supply chain.
  • Basic understanding of digital platforms, workflow systems, and online transaction environments.
  • Prior experience in a call centre environment is a plus.
  • Familiarity with ticketing and case management systems.
  • Ability to follow structured support and escalation procedures.

Behavioral Competencies

  • Strong communication and interpersonal skills.
  • High level of patience, empathy, and customer service orientation.
  • Ability to work under pressure and manage multiple requests simultaneously.
  • Strong attention to detail and record-keeping skills.




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