Digital Service Representative

DFP Recruitment; Albury City Council; On-site; AUD 60,000 - 70,000; Full time

Job summary

A recruitment agency in Albury is seeking a Digital Service Representative to enhance digital customer experiences. Responsibilities include providing professional customer service, resolving complaints, and promoting digital service adoption. The ideal candidate will have 2-3 years in customer service and strong communication skills. Opportunities for personal growth and training are available.

Qualifications

• 2–3 years in customer service roles such as call centre, administration, or retail.
• Experience in an office setting is preferred.
• Previous government experience is a bonus.

Responsibilities

• Deliver professional customer service and ensure positive experiences.
• Resolve and document customer complaints accurately.
• Monitor digital performance and work on customer adoption.
• Provide advice and education on digital services.

Skills

Customer service experience

Excellent communication skills

Resilience in managing complaints

Intermediate computer skills

Strong email etiquette

Tools

Microsoft Office Suite

Specific software systems

Job description

The Role

We are seeking a Digital Service Representative to join our team in Albury. In this role, you will be the first point of contact for customers using online technology in service centres. Your focus will be on increasing adoption of digital services and creating positive digital customer experiences.

Key Responsibilities

• Deliver professional customer service to ensure positive experiences.
• Resolve and record customer complaints accurately; escalated unresolved issues.
• Ensure compliance with privacy and legislative obligations.
• Monitor digital performance and take actions to improve adoption and usage.
• Provide advice and support to customers on digital services and educate them on online technology.
• Refer customers to appropriate escalation points for out-of-scope transactions.
• Contribute to continuous improvement initiatives.

What We’re Looking For

• 2–3 years in customer service (call centre, administration, retail).
• Excellent written and verbal communication skills.
• Previous government experience preferred but not required.
• Prior experience working in an office setting.
• Display resilience when managing enquiries and complaints
  • Technical Skills: Intermediate computer skills (typing, mouse and monitor use).
  • Strong email etiquette.
  • Proficient in Microsoft Office Suite, especially Outlook and Teams.
  • Ability to learn new systems quickly (specific software training provided).

Apply now to be able to be considered for this opportunity

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DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise [e-mail]1300 337 000and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

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