Customer Service Officer

Randstad Australia; City of Melbourne; On-site; AUD 55,000 - 62,000; Full time

Job summary

Randstad Australia is seeking a Customer Service Officer for a Local Council role in Coburg, VIC. This temporary contract runs from 12 October 2026 to 31 December 2026, with hours Mon–Fri, 9:00–17:00, and pay of $42.52 per hour plus Super.

You will handle first-contact inquiries across phone, face-to-face, and digital channels, aiming for fast, empathetic service and 1st contact resolution, while recording interactions in Pathway CRM and supporting cash handling at reception.

Responsibilities

• Deliver first-contact customer service across phone, face-to-face, and digital channels.
• Provide fast, efficient, and empathetic service with aim for 1st Contact Resolution.
• Record unresolved inquiries and requests into the Pathway CRM system accurately.
• Handle customer complaints calmly and professionally in line with council values.
• Manage incoming phone inquiries and provide clear information.
• Handle digital channels including webchats, social media, emails, and e-CRS forms.
• Receive and process payments for council fees with strict cash-handling protocols.

Job description

• Pay Rate: $42.52 per hour + Super

• Role: Customer Service Officer
• Employer: Local Council near Preston
• Location: Coburg
• Job Type: Temporary Contract
• Start Date: Monday, 12 October 2026
• End Date: Thursday, 31 December 2026
• Hours & Schedule: (Mon – Fri, 09:00 – 17:00)
• Pay Rate: $42.52 per hour + Super

The Customer Service Officer will deliver first-contact customer service across phone, face-to-face, and digital channels. Operating as the face and voice of the local council, the goal is to resolve community inquiries efficiently, empathetically, and professionally.

• Customer Service & Case Management
• Provide fast, efficient, and empathetic service aiming for 1st Contact Resolution.
• Accurately record unresolved inquiries and requests into the CRM (Pathway) system.
• Handle customer complaints calmly and professionally in accordance with council values.
• Contact Centre & Digital Channels
• Manage incoming phone inquiries, providing clear and helpful information.
• Handle digital channels concurrently, including webchats, social media responses, emails, and e-CRS forms.
• Counter Duties & Cashiering
• Welcome visitors at reception and effectively manage customer flow during busy periods.
• Receive and process payments for council fees (e.g., rates, infringement payments) adhering strictly to cash-handling protocols.
• Receive incoming deliveries/couriers and sharps containers according to safety guidelines

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.