Customer Service Advisor (Cross-Channel)

Queensland Government; Australia; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Employer Superannuation

Five weeks annual leave

Salary packaging

Wellness Program

Employee Assistance Program

Work-life balance

Job summary

The Queensland Government, Cairns Customer Service Centre, is seeking a Customer Service Advisor (Cross Channel) to help deliver licensing, registration and other government services through phone, online and face-to-face interactions. You will assess customer needs, direct them to the right channel or location, and support efficient service delivery across multiple systems and processes.

You will also supervise workplace health and safety practices, share knowledge, and may provide training and

Qualifications

• Experience delivering government services across multiple channels (phone, online, face to face).
• Ability to analyze complex issues and resolve problems.
• Ability to supervise workplace health and safety practices.

Responsibilities

• Develop and maintain knowledge of procedures to perform service interactions across channels.
• Deliver government services including licensing, registration and other products.
• Assess customer needs and direct them to the appropriate service channel or location.
• Navigate multiple systems and databases to support service delivery and handle transactions.

Skills

Customer service

Cross-channel communication

Team collaboration

Problem solving

Training and mentoring

Job description

The Cairns Customer Service Centre team within the Department of Customer Services, Open Data and Small and Family Business provides a positive customer experience through the delivery of a wide range of products and services to clients through a variety of channels and support the development of customer service functions by piloting initiatives to improve the customer experience.As a key member of the team, you will be required to supervise workplace health and safety practices and demonstrate your ability to analyse complex issues and resolve problems.YOUR RESPONSIBILITIESAs the Customer Service Advisor (Cross Channel), you will:- 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.- 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.- 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 Advisors and trainees in customer services, systems and products.IN RETURN WE OFFER A RANGE OF BENEFITS WHICH INCLUDEWe 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%- Salary packaging arrangements- Learning and development opportunities- Access to study assistance- Wellness Program- Employee Assistance Program- Work/life balance, variety and flexibilityApplications will remain current for 12 months.Please refer to the role description for further information.Job Ad Reference: QLD/703336/26Closing Date: Tuesday, 20 October 2026This work is licensed under a Creative Commons Attribution 3.0 Australia License.