Customer Service Advisor (Cross-Channel)

Department of Customer Services, Open Data and Small and Family Business; Cairns Regional; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Superannuation up to 12.75%

Five weeks annual leave

Salary packaging

Learning & development

Study assistance

Wellness program

Employee assistance program

Work-life balance

Job summary

Department of Customer Services, Open Data and Small and Family Business is seeking a Customer Service Advisor (Cross-Channel) to support licensing, registrations and other services across phone, online and face-to-face channels. You will develop extensive knowledge of procedures and work in a collaborative team to meet performance targets.

The role emphasizes customer-focused service delivery, data-driven processes, and a safe, respectful workplace culture in Cairns, Queensland.

Responsibilities

• Develop and maintain comprehensive knowledge of procedures, processes and required services to perform service interactions across various channels (phone, online and face to face).
• Deliver government services including licensing, registration and other products through multiple channels to enable customers to complete requests efficiently.
• Assess customer needs and provide information and direction to the appropriate service channel, including referrals to specialists and locations.
• Navigate multiple systems and databases to perform operational tasks, including collecting and remitting monies and reconciling banking/remittances.
• Collaborate as a team member to meet team objectives and, when required, provide training and mentoring to new staff.

Job description

Customer Service Advisor (Cross-Channel)

Department of Customer Services, Open Data and Small and Family Business – Cairns QLD

At CDSB, you will be at the forefront of excellence in customer service, data-driven and digital solutions. You will support the needs of small and family businesses and push the boundaries of digital adoption. You will work in an environment wherever:
interaction counts by putting our customers first, second and third.

You will work in a team making a real impact and where a healthy, safe and respectful workplace is not just a policy - it\'s our commitment to each other. Our people are our priority, and you will be part of the team that prides itself on having a positive culture that values and respects the diversity of each other.

You will be part of the team where your work goes beyond the day-to-day; it contributes to driving more customer-focused, accessible and responsive engagement and services to Queenslanders.

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 RESPONSIBILITIES

1. As the Customer Service Advisor (Cross Channel), you will:
2. 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).
3. 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.
4. Assess customer needs and provide appropriate information and direction to appropriate service channel, including referring customers to other service specialist and locations, where appropriate.
5. 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.
6. 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 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%
• Salary packaging arrangements
• Learning and development opportunities
• Access to study assistance
• Wellness Program
• Employee Assistance Program
• Work/life balance, variety and flexibility

Applications will remain current for 12 months.

Please refer to the role description for further information.

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