Customer Service Officer

Randstad NV; Melbourne; On-site; AUD 50,000 - 68,000; Full time

Job summary

Randstad is seeking a Customer Service Officer in Melbourne to deliver first-contact support across phone, face-to-face, and digital channels for the local council. The role focuses on resolving inquiries efficiently and empathetically while logging interactions in Pathway CRM.

Responsibilities include managing receptions, payments for council fees, and handling multiple channels like webchats, emails, and e-CRS forms, with adherence to safety and cash-handling protocols.

Qualifications

• 1st Contact Resolution emphasis in service delivery.
• Experience with CRM systems (Pathway) to log inquiries.
• Ability to manage cash handling and payments when required.

Responsibilities

• Provide fast, efficient, and empathetic service aiming for 1st Contact Resolution.
• Accurately record unresolved inquiries and requests into the Pathway CRM 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.
• 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.

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.

1. 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.

3. 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.