Customer Service Advisor (Cross-Channel)

Department of Customer Services, Open Data and Small and Family Business; Mackay Regional; In loco; AUD 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

The Department of Customer Services, Open Data and Small and Family Business in Mackay QLD is seeking a Customer Service Advisor (Cross-Channel) to join our team. You will handle inquiries across phone, online and in person, delivering licensing, registration and other government services.

You will build & maintain knowledge of procedures, navigate multiple systems to process transactions, and refer customers to the right channels.

Competenze

• Knowledge of procedures, processes and required services to perform service interactions across channels.
• Ability to assess customer needs and provide appropriate information and directions.
• Familiarity with handling transactions and using multiple IT systems.

Mansioni

• Develop and maintain comprehensive knowledge of procedures, processes and required services 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 efficiently.
• Assess customer needs and provide appropriate information and directions to appropriate service channel, including referring customers to other service specialists and locations.
• Effectively navigate multiple systems and databases to conduct operational and administrative tasks, including collecting and remitting monies and reconciling banking and remittances.
• Work collaboratively as a team member to achieve performance targets; may provide training and mentoring to customer service officers and trainees.

Descrizione del lavoro

Customer Service Advisor (Cross-Channel)

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

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