Customer Service Advisor (Cross-Channel)

Department of Transport and Main Roads QLD; Mackay Regional; On-site; AUD 30,000 - 60,000; Full time

Job summary

A government department in Australia is seeking a Customer Service Advisor to provide a positive customer experience through various channels. Responsibilities include delivering government services, assessing customer needs, and collaborating with team members to meet objectives. Flexible work arrangements and opportunities for growth and development are offered.

Benefits

Flexible work arrangements

Long-term job security

Attractive salaries and benefits

Qualifications

• Comprehensive knowledge of procedures, processes, and required services.
• Experience in delivering government services including licensing and registration.
• Ability to assess customer needs and guide them to the appropriate service channel.

Responsibilities

• Deliver services through various customer channels effectively.
• Navigate multiple systems and databases to support service delivery.
• Collaborate with team members to achieve performance targets.

Job description

Customer Service Advisor (Cross-Channel)

We prioritize learning and development opportunities to help you grow your career, offering support and training programs.

CDSB provides flexible work arrangements, long-term job security and attractive salaries and benefits to bring out the best in our team.

In the role of Customer Service Advisor, you will work collaboratively with a team to provide 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:

Some of your responsibilities might include:

• 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, licensing, 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 officers and trainees in customer services, systems and products.

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position.

Closing Date: Friday, 17 October 2025

We are an Equal Opportunity Employer and encourage applications from diverse candidates.