Frontline Customer Experience Specialist

Football Queensland; Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

Football Queensland is seeking an enthusiastic Officer – Customer Service (Contact Centre) to join the Corporate Services team at Meakin Park, Slacks Creek. You will be the first point of contact for players, participants, clubs and stakeholders, delivering timely, accurate and professional support.

The role involves managing phone and email enquiries, CRM data entry, and contributing to service delivery across Football Queensland.

Qualifications

• Outstanding customer service skills.
• Strong verbal and written communication.
• Ability to manage competing priorities and high enquiry volumes.
• Excellent attention to detail and accuracy.
• Proficient with Microsoft 365 applications.

Responsibilities

• Act as the first point of contact for customer enquiries via phone, email and in-person visits.
• Manage high volumes of inbound calls and support requests.
• Resolve customer enquiries at first point of contact where possible.
• Create, update and manage enquiries within Microsoft Dynamics CRM.
• Escalate complex enquiries to the appropriate business area.
• Record customer interactions, complaints and outcomes accurately.
• Support participant registration, insurance claims, refunds and related processes.
• Analyse customer feedback and identify service improvements.
• Assist business units with administrative and service delivery activities.
• Maintain confidentiality and comply with privacy and legislative obligations.

Skills

Exceptional customer service

Verbal and written communication

Attention to detail

Microsoft 365 literacy

Independent and collaborative

Proactive problem solving

Tools

Microsoft Dynamics CRM

Microsoft 365

Job description

Football Queensland is seeking an enthusiastic Officer – Customer Service (Contact Centre) to join the Corporate Services team at Meakin Park, Slacks Creek. You will be the first point of contact for players, participants, clubs and stakeholders, delivering timely, accurate and professional support.

The role involves managing phone and email enquiries, CRM data entry, and contributing to service delivery across Football Queensland.