Customer Service Advisor (Cross-Channel)

Queensland Government; Rockhampton Regional; Hybrid; AUD 60,000 - 76,000; Full time

Job summary

CDSB is seeking a Customer Service Advisor to support a wide range of government services across multiple channels. You will learn and apply procedures to help customers complete requests efficiently, with a focus on accuracy and a positive experience.

You will assess customer needs, provide information and directions to the appropriate service channel, and collaborate with colleagues to meet team objectives. Flexible work arrangements and ongoing training are offered.

Responsibilities

• Deliver government services including licensing, registration, and other products through multiple channels to enable customers to complete requests efficiently.
• Assess customer needs and provide appropriate information and directions to the correct service channel.
• Work collaboratively within a team to achieve key team and individual performance targets.

Job description

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.You will be required to work collaboratively within 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.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/703598/26Closing Date: Thursday, 22 October 2026This work is licensed under a Creative Commons Attribution 3.0 Australia License.