Customer Service Officer

The University of Queensland; City of Brisbane; On-site; AUD 55,000 - 75,000; Full time

Job summary

The University of Queensland – Saint Lucia QLD is seeking a customer service driven role at UQ Residences. You will be the face of UQ RES, assisting residents, answering questions and supporting day-to-day operations to ensure a positive housing experience.

Responsibilities include maintaining records, handling inquiries across channels, resolving complaints, and supporting routine inspections and resident applications. A calm, well-organised approach and shift flexibility are essential.

Qualifications

• Customer service work experience required.
• Minimum 3+ years of customer service experience.
• Excellent written and verbal communication skills.
• Ability to work rotating shifts and stay calm under pressure.

Responsibilities

• Assist in delivering customer focussed operations at UQ RES.
• Act as the face of UQ RES and help residents with inquiries.
• Maintain customer files and databases.
• Handle inquiries through various channels and resolve complaints.
• Conduct routine inspections of vacant rooms.
• Attend promotional events as directed by the General Manager.
• Process applications from prospective residents.

Skills

Customer service

Communication

Organization

Shift work

Calm under pressure

Tools

StarRez

Job description

The University of Queensland – Saint Lucia QLD

UQ Residences has been established as a controlled entity of the University of Queensland to operate all accommodation owned by the University, offering best-practice student care and well-being that sets the benchmark for university student housing.

PRIMARY PURPOSE OF POSITION

Assist in the delivery of all areas of customer focussed operations at UQ RES. Act as the face of UQ RES and directly work with residents to answer questions or provide additional support where needed.

DUTIES

Duties and responsibilities include, but are not limited to:

• Support the Customer Service Supervisor in delivering excellent customer service.


• Listen and understand the needs of customers and deliver a high level of customer service.


• Demonstrate excellent product knowledge and brand awareness.


• Interact with customers to know their requirements and needs.


• Maintain and manage customer files and databases.


• Implement UQ RES policies and procedures in providing good customer services.


• Maintaining a positive, empathetic, and professional attitude toward customers at all times.


• Responding promptly to customer inquiries.


• Communicating with customers through various channels.


• Acknowledging and resolving customer complaints.


• Keeping records of customer interactions, transactions, comments, and complaints.


• Ensure customer satisfaction and provide professional customer support.


• Conduct routine inspections of vacant rooms.


• Attend promotional events as directed by the General Manager.


• Process and assist with the application of prospective customers.


• Routine and exit inspection of rooms during the tenancy.

ORGANISATIONAL RELATIONSHIPS

The position will work across UQ RES and will report to the Customer Service Manager / General Manager.

Selection Criteria

ESSENTIAL

• Customer service work experience


• Minimum 3+ years of customer service experience required


• Excellent communication skills both written and verbal


• Outstanding organisational skills


• Available to work shifts


• Ability to work rotating shifts as required


• Ability to stay calm when customers are stressed or upset

DESIRABLE

• Experience working in hospitality, accommodation, services, hotel, retail industry


• Worked with students


• Experience working with StarRez residential management platform

UQ Residences values diversity and inclusion and actively encourages applications from those who bring diversity.