Government Customer Contact Officer (Flexible Work)

Department of Jobs, Skills, Industry and Regions VIC; Melbourne; Sur place; AUD 81 000 - 99 000; Plein temps

Résumé du poste

The Department of Jobs, Skills, Industry and Regions VIC in Melbourne is seeking a Customer Contact Centre Officer to deliver outstanding information services to Victorians via phone, email and webchat. You will be the first point of contact for programs, services and initiatives, delivering accurate information with calm professionalism.

You will use strong communication and problem-solving skills to assess needs, resolve enquiries and support continuous improvement in service delivery, while

Qualifications

• Experience in a fast-paced customer-facing environment is highly regarded.
• Government experience and familiarity with customer relationship management software are beneficial.
• Strong communication skills and the ability to build rapport with diverse communities.

Responsabilités

• Exercise professional judgement in applying rules and selecting appropriate options within established guidelines.
• Explain concepts and policies to clients, stakeholders and staff.
• Recommend strategies to represent the agency and/or clients when addressing complex and challenging problems.
• Assess client needs and deliver a range of services in complex situations.
• Resolve operational service delivery problems within guidelines, using persuasion, advocacy, negotiation and motivation skills with clients, providers, staff, peers and managers.

Connaissances

Customer service

Communication skills

Diversity engagement

Outils

CRM software

Description du poste

The Department of Jobs, Skills, Industry and Regions VIC in Melbourne is seeking a Customer Contact Centre Officer to deliver outstanding information services to Victorians via phone, email and webchat. You will be the first point of contact for programs, services and initiatives, delivering accurate information with calm professionalism.

You will use strong communication and problem-solving skills to assess needs, resolve enquiries and support continuous improvement in service delivery, while