Customer Service Advisor

Department of Customer Services, Open Data and Small and Family Business; Mount Isa City; Presencial; AUD 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Employer Super

Annual leave

RRAIS incentives

Salary packaging

Learning & development

Study assistance

Wellness program

Employee assistance

Work-life balance

Resumo da oferta

Department of Customer Services, Open Data and Small and Family Business in Queensland is seeking a Customer Service Advisor to join the North West team in Cloncurry. You will help customers access government products and services and contribute to a positive customer experience for Queenslanders.

This cross-channel role delivers across multiple channels (phone, online and face to face), helping people access licensing, registration and other services while supporting the local community, with a

Responsabilidades

• 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.

Descrição da oferta de emprego

Are you passionate about customer service and enjoy working as part of a supportive team? An exciting opportunity is available for a Customer Service Advisor to join the North West team in Cloncurry. At CDSB, you will be part of an organisation committed to improving services for Queenslanders, supporting small and family businesses, and delivering accessible, customer-focused government services.

In this rewarding role, you will help customers access a range of government products and services while contributing to a positive customer experience and supporting your local community.

Beyond the role, Cloncurry offers an exceptional Outback lifestyle. Known as the "Friendly Heart of the Great North West", the region boasts a rich mining & agricultural heritage, a welcoming community & endless opportunities for adventure. Enjoy fishing, camping, rodeos, historical attractions.

As a Customer Service Advisor (Cross Channel) 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

• 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:

• 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

Occupational group

Customer Service/Call centre