Customer Experience Officer – Contact Centre Melbourne

Victorian Government; Melbourne; On-site; AUD 81,000 - 99,000; Full time

Job summary

The Victorian Government is seeking a Customer Contact Centre Officer in Melbourne to deliver exceptional service and help residents access government information, programs and services.

The role is ongoing and full-time, based at 121 Exhibition Street with hours 9 am–5 pm, Monday to Friday. Salary is $81,496-$98,955 plus superannuation, and the role involves knowledge-sharing and continuous service improvements.

Qualifications

• Experience in a fast-paced customer-facing environment.
• Government experience advantageous.
• Understanding of privacy and data security.
• Familiarity with customer relationship management software or ability to learn new systems.

Responsibilities

• Apply professional judgement within established guidelines.
• Explain concepts and policies to clients, stakeholders and staff.
• Recommend strategies to represent agency and clients when addressing complex and challenging problems.
• Assess client needs and deliver a range of services in complex situations.
• Resolve operational service delivery problems using persuasion, advocacy, negotiation and motivation skills with clients, providers, staff, peers and managers.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Tools

CRM software

Job description

The Victorian Government is seeking a Customer Contact Centre Officer in Melbourne to deliver exceptional service and help residents access government information, programs and services.

The role is ongoing and full-time, based at 121 Exhibition Street with hours 9 am–5 pm, Monday to Friday. Salary is $81,496-$98,955 plus superannuation, and the role involves knowledge-sharing and continuous service improvements.