I prepared an application for a client who applied for an entry level Customer Service Call Centre Operator role with Centrelink. The selection criteria involved addressing five key areas at a maximum of 200 words for each. Outlined below is a full example of one of the criteria.

As a Call Centre Operator you will need to possess the ability to multi-task. Can you please give an example of where you have utilised this skill in the past.

As a senior staff member working the weekend roster, I was left to manage the day to day operations of the ABC counters. This required the prioritisation and completion of several concurrent tasks including those unexpected challenges which often arose. Standard weekend duties included allocating vehicles for the shift and advising staff of their duties and the processes involved during that period at the different counters located at the Gold Coast airport and Surfers Paradise. During these periods, there was a high turnover of vehicles, which required advising both the customers and the vehicle detailers of the situation. In addition, I trained new counter staff with customers present during peak weekend times at the Gold Coast airport location. When problems arose, for example, with computer system malfunctions, I directed staff on what was to be done in order to work through and rectify the problem. Importantly, during these tense and stressful times, I remained pleasant and cordial to both staff members and customers. As a result, in my performance appraisals regarding customer service standards, I received excellent comments and was often garnered with letters from customers thanking me for providing high quality service and dedication.


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Annie Cerone