Cross-Channel Customer Service Advisor — Community Impact

Department of Customer Services, Open Data and Small and Family Business; Mount Isa City; On-site; AUD 65,000 - 85,000; Full time

Job summary

The Department of Customer Services, Open Data and Small and Family Business is seeking a Customer Service Advisor (Cross Channel) to join the Northwest team in Mount Isa. This role involves handling interactions across phone, online and face-to-face channels, and delivering licensing, registrations and other government services.

You will assess customer needs, navigate multiple systems, and work towards team targets, with potential mentoring of trainees.

Responsibilities

• Develop and maintain knowledge of procedures, processes and required services to perform service interactions across various customer channels (phone, online, face-to-face).
• Deliver government services including licensing, registration and other products through multiple channels to enable customers to complete requests efficiently.
• Assess customer needs and provide information and direction to appropriate service channel, referring to specialists when needed.
• Navigate multiple systems and databases to perform operational and administrative tasks, including collecting and remitting monies and reconciling banking and remittances.
• Collaborate with the team to meet performance targets; may train and mentor other Advisors and trainees.

Job description

The Department of Customer Services, Open Data and Small and Family Business is seeking a Customer Service Advisor (Cross Channel) to join the Northwest team in Mount Isa. This role involves handling interactions across phone, online and face-to-face channels, and delivering licensing, registrations and other government services.

You will assess customer needs, navigate multiple systems, and work towards team targets, with potential mentoring of trainees.