Customer Service Officer

Ballarat Koori Engagement Action Group; Ballarat; On-site; AUD 77,000 - 88,000; Part time

Job summary

The City of Ballarat is seeking a Customer Experience Officer for a 14-month parental leave coverage. Part-time role up to 32 hours per week across phone, face-to-face and digital channels to support residents, visitors and businesses.

You will join the Customer Experience team to help customers access services and deliver a positive interaction, contributing to a welcoming community. Knowledge of Windows-based systems and safety commitment are valued.

Qualifications

• Demonstrated experience in customer service and call centre environments.
• Empathic listening with strong written and verbal communication.
• Experience working with people from culturally and linguistically diverse backgrounds; multilingual ability is a plus.
• Knowledge of the City of Ballarat's services and procedures; competence in Windows-based systems.

Responsibilities

• Assist customers across phone, face-to-face and digital channels to access services.
• Ensure a positive customer experience with every interaction.
• Build and maintain relationships with residents, visitors and local businesses.

Skills

Customer service

Call centre experience

Empathic listening

Written communication

Verbal communication

Tools

Windows-based programs

Job description

• Part-time position up to 32 hours a week.


• Band 5 salary from $77,091.04 to $88,001.68 per annum, plussuperannuation, adjusted on a pro-rata for part-time hours.

About the role

This 14-month parental leave coverage opportunity will see you join ouraward-winning Customer Experience team, delivering efficient, friendly andhigh-quality support across phone, face-to-face and digital channels.As a key point of contact for the Ballarat community, you will assist customerswith a broad range of enquiries, help them access Council services and ensurea positive experience with every interaction.

About You

The successful candidate will demonstrate exceptional interpersonal andcommunication skills, strong attention to detail, and a proven ability to buildpositive relationships with a diverse range of customers.You will be a positive, dedicated and professional individual with stronginterpersonal and communication skills, strong attention to detail and agenuine passion for delivering exceptional customer experiences. You willalso have a strong sense of community and a commitment to supportingcustomers, residents, visitors and businesses across the City of Ballarat.

Key Selection Criteria:

• Demonstrated experience in the principles and practice of customerservice and call centre environments.


• Demonstrated ability to display empathic listening skills and a highlevel of written and verbal communication skills.


• Demonstrated experience working with people of culturally andlinguistically diverse backgrounds. The ability to speak multiplelanguages would be an advantage.


• Demonstrated ability to acquire an in-depth knowledge of the City ofBallarat's services and procedures, and strong competence in theoperation of Windows-based programs and other relevant systems.


• Knowledge and understanding of health and safety issues relevant towork activities and work area.

Contact:

For further information about this opportunity, please contact Steph Gray,Team Leader Customer Experience, on 03 5320 5***.

The City of Ballarat is an equal opportunity employer committed to providing a safe and inclusive working environment that embraces and values diversity, flexibility and child safety. We welcome applications from all walks of life and celebrate the diversity and richness this brings to our workplace and reasonable adjustments will be made to the process to ensure equitable access. We undertake an employment screening process to ensure this commitment is upheld, this includes ensuring the successful candidate holds a valid working with children check and satisfactory criminal history record check.