Customer Service Advisor (Cross-Channel)

The Queensland Government; Townsville City; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Employer superannuation up to 12.75%

Five weeks annual leave + 14% loading

Salary packaging arrangements

Learning and development opportunities

Study assistance

Wellness Program

Employee Assistance Program

Job summary

The Queensland Government in Townsville is recruiting four permanent full-time and two temporary full-time Customer Service Advisors (Cross-Channel) to join the Townsville Customer Service Centres team. You will deliver government products and services across multiple channels, ensuring efficient and courteous service to every customer.

In this fast-paced role you will develop knowledge of procedures, navigate multiple systems, resolve enquiries, and contribute to continuous improvement

Qualifications

• Experience delivering government services through multiple channels.
• Ability to adapt and provide professional advice to diverse customers.
• Strong communication and relationship-building with stakeholders.

Responsibilities

• Deliver government services across multiple channels to enable customers to complete requests effectively.
• Develop and maintain knowledge of procedures and services to support cross-channel interactions.
• Navigate systems and databases to perform administrative tasks and process transactions.
• Assess customer needs and direct them to appropriate service channels or locations.
• Collaborate with the team to achieve performance targets and support continuous improvement.

Skills

Multichannel service delivery

Adaptable

Creative problem solving

Effective communication

Teamwork

Job description

Job Description

The Townsville Customer Service Centres team within the Department of Customer Services, Open Data and Small and Family Business is seeking four permanent fulltime and two temporary full-time Customer Service Advisors (Cross-Channel) to join our high-performing team.

In this customer-focused role, you will deliver a wide range of government products and services through multiple channels, ensuring positive experiences for every customer. Working in a fast-paced environment, you will collaborate with colleagues to provide professional advice, resolve enquiries and support continuous improvement initiatives that enhance service delivery.

We are looking for adaptable and solutions-focused individuals who can think creatively, communicate effectively with diverse customers and stakeholders, and build positive working relationships., The Townsville Customer Service Centres team within the Department of Customer Services, Open Data and Small and Family Business delivers a wide range of products and services through multiple channels, ensuring a positive customer experience. The team also supports the development of customer service functions by piloting initiatives aimed at continuous improvement.

As a key member of this team, you will work collaboratively to deliver these services and contribute to enhancing the customer experience through innovative service delivery initiatives.

You will be able to recognise and apply creative solutions to problems as they arise, be sensitive to organisational issues and be able to work as a member of a team and communicate clearly with a wide range of clients in writing and in person, As the Customer Service Advisor (Cross Channel), you will:

• 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.
• Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions across various customer channels.
• Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery. For example, collect and remit monies associated with transactions, reconcile banking and daily remittances for staff.
• Assess customer needs and provide appropriate information and direction to appropriate service channels, including referring customers to other service specialist and locations, where appropriate.
• 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.

Work Environment

We celebrate diversity in creating a workplace culture that is built on respect, dignity and fairness.

• A competitive remuneration package including Employer Superannuation contributions up to 12.75%
• Five weeks annual leave and annual leave loading of 14%
• Salary packaging arrangements
• Learning and development opportunities
• Access to study assistance
• Wellness Program
• Employee Assistance Program

There are 4 x Permanent Full-Time vacancies & 2 x Fixed Term Temporary Full-Time vacancies (12 months) available.