Cross-Channel Government Services Advisor

Department of Customer Services, Open Data and Small and Family Business; Cairns Regional; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Superannuation up to 12.75%

Five weeks annual leave

Salary packaging

Learning & development

Study assistance

Wellness program

Employee assistance program

Work-life balance

Job summary

Department of Customer Services, Open Data and Small and Family Business is seeking a Customer Service Advisor (Cross-Channel) to support licensing, registrations and other services across phone, online and face-to-face channels. You will develop extensive knowledge of procedures and work in a collaborative team to meet performance targets.

The role emphasizes customer-focused service delivery, data-driven processes, and a safe, respectful workplace culture in Cairns, Queensland.

Responsibilities

• Develop and maintain comprehensive knowledge of procedures, processes and required services to perform service interactions across various channels (phone, online and 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 the appropriate service channel, including referrals to specialists and locations.
• Navigate multiple systems and databases to perform operational tasks, including collecting and remitting monies and reconciling banking/remittances.
• Collaborate as a team member to meet team objectives and, when required, provide training and mentoring to new staff.

Job description

Department of Customer Services, Open Data and Small and Family Business is seeking a Customer Service Advisor (Cross-Channel) to support licensing, registrations and other services across phone, online and face-to-face channels. You will develop extensive knowledge of procedures and work in a collaborative team to meet performance targets.

The role emphasizes customer-focused service delivery, data-driven processes, and a safe, respectful workplace culture in Cairns, Queensland.