Customer Service Advisor (Cross-Channel)

Department of Customer Services, Open Data and Small and Family Business; Rockhampton Regional; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible work arrangements

Long-term job security

Attractive salaries and benefits

Job summary

Department of Customer Services, Open Data and Small and Family Business in Rockhampton QLD is seeking a Customer Service Advisor (Cross-Channel) to provide high-quality government services across phone, online, and face-to-face channels.

You will develop expertise in licensing, registration and related services, assess customer needs, and navigate multiple systems to support efficient service delivery. The role emphasises collaboration, training, and continuous improvement.

Responsibilities

• Develop and maintain knowledge of procedures, processes and required services to perform service interactions across multiple customer channels.
• Deliver government services including licensing and registration through various channels to help customers complete requests efficiently.
• Assess needs and direct customers to the appropriate service channel, referring to other specialists when needed.
• Navigate multiple systems and databases to perform operational and administrative tasks, including handling transactions and banking remittances.
• Work collaboratively to meet team targets and may train or mentor customer service officers and trainees.
• Applications will remain current for 12 months.

Job description

Customer Service Advisor (Cross-Channel)

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

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.