Customer Service Advisor (Cross-Channel)

Mackay Region Jobs; Mackay Regional; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible work arrangements

Long-term job security

Competitive salaries and benefits

Job summary

Department of Customer Services, Open Data and Small and Family Business, Mackay, QLD, is seeking a Customer Service Advisor (Cross-Channel) to deliver licensing, registration and other government services. You will handle inquiries across phone, online and in-person channels, assess needs and direct customers to the right channel or location.

A collaborative team environment and training opportunities are offered.

Qualifications

• Experience in delivering multi-channel customer service.
• Ability to navigate multiple systems and databases.
• Willingness to train and mentor others.
• Knowledge of licensing or registration processes is a plus.

Responsibilities

• Develop and maintain knowledge of procedures and services across channels (phone, online, face-to-face).
• Deliver government services including licensing and registration through multiple channels.
• Assess customer needs and direct to appropriate service channel or location.
• Navigate systems and databases to perform administrative tasks, collect payments and reconcile remittances.
• Collaborate with the team to meet performance targets and assist training as needed.

Job description

Customer Service Advisor (Cross-Channel)

Department of Customer Services, Open Data and Small and Family Business - Mackay, QLD

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

The Department of Customer Services, Open Data and Small and Family Business (CDSB) is excited to welcome a Customer Service Advisor at the Mackay office

At CDSB, we connect, deliver, learn and live, and we are looking for someone like you. We value our people as our greatest asset and are committed to fostering positive, inclusive and connected workplaces. We prioritise 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.

As a Customer Service Advisor, 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, licensing, deceased estates, vessel registration and a range of other customer services.
• Assess customer needs and provide appropriate information and directions to appropriate service channel, including referring customers to other service specialists 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.

Applications will remain current for 12 months.

Job Ad Reference: QLD/703527/26

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity .

Department of Customer Services, Open Data and Small and Family Business

13 September - Source: Mackay Region Jobs