Cross-Channel Public Service Advisor (Licensing)

Department of Customer Services, Open Data and Small and Family Business; Mackay Regional; Sur place; AUD 60 000 - 80 000; Plein temps

Résumé du poste

The Department of Customer Services, Open Data and Small and Family Business in Mackay QLD is seeking a Customer Service Advisor (Cross-Channel) to join our team. You will handle inquiries across phone, online and in person, delivering licensing, registration and other government services.

You will build & maintain knowledge of procedures, navigate multiple systems to process transactions, and refer customers to the right channels.

Qualifications

• Knowledge of procedures, processes and required services to perform service interactions across channels.
• Ability to assess customer needs and provide appropriate information and directions.
• Familiarity with handling transactions and using multiple IT systems.

Responsabilités

• Develop and maintain comprehensive knowledge of procedures, processes and required services to perform service interactions across various customer channels (including phone, online and face to face).
• Deliver government services including licensing, registration, and other products, through a variety of communication channels to enable customers to complete their requests efficiently.
• Assess customer needs and provide appropriate information and directions to appropriate service channel, including referring customers to other service specialists and locations.
• Effectively navigate multiple systems and databases to conduct operational and administrative tasks, including collecting and remitting monies and reconciling banking and remittances.
• Work collaboratively as a team member to achieve performance targets; may provide training and mentoring to customer service officers and trainees.

Description du poste

The Department of Customer Services, Open Data and Small and Family Business in Mackay QLD is seeking a Customer Service Advisor (Cross-Channel) to join our team. You will handle inquiries across phone, online and in person, delivering licensing, registration and other government services.

You will build & maintain knowledge of procedures, navigate multiple systems to process transactions, and refer customers to the right channels.