Customer Service Advisor (Cross Channel)

Department of Customer Services, Open Data and Small and Family Business; Cloncurry Shire; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive remuneration

5 weeks annual leave

Salary packaging

Learning and development

Study assistance

Wellness program

Employee Assistance Program

Work/life balance

Job summary

Department of Customer Services, Open Data and Small and Family Business in Cloncurry QLD is seeking a Customer Service Advisor (Cross Channel). You will deliver government services across phone, online and in person, ensuring accurate information and records while supporting efficient service delivery for Queenslanders.

You will work as part of a collaborative team, using multiple systems to assist customers, promote self-service options, and contribute to improvements in service delivery.

Qualifications

• Strong communication and interpersonal skills across multiple channels.
• Ability to assess customer needs and provide accurate information and directions.
• Experience with government services and public sector processes is a plus.

Responsibilities

• Develop and maintain knowledge of procedures, processes and services across phone, online and face-to-face channels.
• Deliver government services including licensing, registration and other products via various channels.
• Assess customer needs and direct to appropriate service channel or location.
• Promote self-service usage and referrals to other services.
• Navigate multiple systems to support service delivery, including billing and remittance duties.

Skills

Communication

Customer service

Cross-channel support

Problem solving

Tools

CRM software

Job description

Customer Service Advisor (Cross Channel)

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

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

As Customer Service Advisor (Cross Channel) 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