Customer Service Advisor

Department Of Custom; Mount Isa City; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Employer superannuation up to 12.75%

Five weeks annual leave

Salary packaging arrangements

Learning and development opportunities

Study assistance

Wellness program

Employee Assistance Program

Work/life balance

Job summary

Department Of Custom in Mount Isa City, Queensland, is seeking a Customer Service Advisor dedicated to delivering excellent government services across phone, online and face-to-face channels. You will help Queenslanders access licensing, registration and other products, providing accurate information and practical solutions.

Join a supportive team and enjoy a competitive remuneration package with employer superannuation, five weeks annual leave, learning and development opportunities, and study

Qualifications

• Develop knowledge of procedures and required services to handle service interactions across channels (phone, online, face-to-face).
• Deliver government services including licensing, registration and other products across channels.
• Assess customer needs and provide information and direction to appropriate service channel.
• Promote self-service and referrals to support efficiency.
• Navigate multiple systems to process transactions and remittances.
• Suggest improvements to service delivery processes and tools.
• Review transactions for accuracy in line with policies.
• Mentor and train customer service officers when required.

Responsibilities

• Develop and maintain knowledge of procedures and required services.
• Deliver licensing, registration and other government services across channels.
• Assess customer needs and direct to appropriate service channel.
• Promote self-service and refer to other services when suitable.
• Navigate systems to conduct transactions and banking remittances.
• Suggest process improvements to customer delivery.
• Ensure information accuracy and QA compliance with policies.
• Support team objectives and provide training when needed.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Job description

As a Customer Service Advisor, you will be at the heart of delivering exceptional service to customers, helping them access a wide range of government products and services through multiple service channels. Working as part of a supportive and collaborative team, you will create positive customer experiences, provide accurate advice and solutions, and contribute to meaningful outcomes for Queenslanders.

This role offers variety, challenge and the opportunity to make a real difference while supporting innovative initiatives that enhance service delivery and improve the customer experience. If you are a proactive problem-solver who enjoys working with people and thrives in a customer-focused environment, this could be the perfect opportunity for you.

YOUR RESPONSIBILITIES
As Customer Service Advisor you will use your ability, knowledge and experience to:

• Develop and maintain comprehensive knowledge of procedures, processes and required services to be able 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 in an efficient and effective manner. For example, but not limited to, licencing, deceased estates, vessel registration and a range of other customer services.
• Assess customer needs and provide appropriate information and direction to appropriate service channel, including referring customers to other service specialist and locations, where appropriate.
• Promote, encourage and support customers' usage of self-service and referral to other services, to support customers efficiently.
• Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery. For example (but not limited to), collect and remit monies associated with transactions, reconcile banking and daily remittances for staff.
• Exercise discretion to suggest improvements to customer service delivery processes and tools and support corporate change initiatives.
• Contribute to ensuring the integrity and accuracy of information through reviewing and authorising transactions to confirm that quality assurance requirements have been met, and transactions have been processed accurately and in accordance with TMR policies and procedures.
• Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives. If required, you may be requested to provide training and mentoring to customer service officers and trainees in customer services, systems and products.

In return we offer a range of benefits which include:
We celebrate diversity in creating a workplace culture that is built on respect, dignity and fairness.

• A competitive remuneration package including Employer Superannuation contributions up to 12.75%
• Five weeks annual leave and annual leave loading of 14%
• RRAIS — A range of incentives and benefits whilst working in remote Queensland
• Salary packaging arrangements
• Learning and development opportunities
• Access to study assistance programs
• Wellness Program
• Employee Assistance Program
• Work/life balance, variety and flexibility
  

Applications to remain current for 12 months.
Job Ad Reference: QLD/703389/26
Closing Date: Tuesday, 27 October 2026