customer service officer

Local Council near Preston; Melbourne; On-site; AUD 58,000 - 62,000; Full time

Job summary

Local Council near Preston is seeking a Customer Service Officer to deliver first-contact service across phone, face-to-face, and digital channels, acting as the face and voice of the council. The role aims to resolve inquiries efficiently with empathy and professionalism.

Responsibilities include accurate CRM entries in Pathway, handling complaints per council values, managing reception, and processing payments with strict cash-handling protocols.

Qualifications

• Provide fast, efficient, and empathetic service aiming for 1st Contact Resolution.
• Accurately record unresolved inquiries and requests into the CRM (Pathway).
• Handle customer complaints in accordance with council values.
• Manage incoming phone inquiries, providing clear and helpful information.
• Handle digital channels including webchats, social media responses, emails, and e-CRS forms.
• Receive and process payments for council fees with cash-handling protocols.

Responsibilities

• Deliver first-contact customer service across phone, face-to-face, and digital channels.
• Resolve community inquiries efficiently, empathetically, and professionally.
• Welcome visitors at reception and manage customer flow during busy periods.
• Receive payments and process payments for council fees adhering to cash-handling protocols.
• Receive deliveries/couriers and sharps containers per safety guidelines.

Skills

Customer service

First contact resolution

Cash handling

CRM Pathway

Reception duties

Multichannel support

Tools

Pathway CRM

Job description

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.

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.