Government Services Advisor – Multi-Channel Support

Department Of Custom; Mount Isa City; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Employer superannuation up to 12.75%

Five weeks annual leave

Salary packaging arrangements

Learning and development opportunities

Study assistance

Wellness program

Employee Assistance Program

Work/life balance

Job summary

Department Of Custom in Mount Isa City, Queensland, is seeking a Customer Service Advisor dedicated to delivering excellent government services across phone, online and face-to-face channels. You will help Queenslanders access licensing, registration and other products, providing accurate information and practical solutions.

Join a supportive team and enjoy a competitive remuneration package with employer superannuation, five weeks annual leave, learning and development opportunities, and study

Qualifications

• Develop knowledge of procedures and required services to handle service interactions across channels (phone, online, face-to-face).
• Deliver government services including licensing, registration and other products across channels.
• Assess customer needs and provide information and direction to appropriate service channel.
• Promote self-service and referrals to support efficiency.
• Navigate multiple systems to process transactions and remittances.
• Suggest improvements to service delivery processes and tools.
• Review transactions for accuracy in line with policies.
• Mentor and train customer service officers when required.

Responsibilities

• Develop and maintain knowledge of procedures and required services.
• Deliver licensing, registration and other government services across channels.
• Assess customer needs and direct to appropriate service channel.
• Promote self-service and refer to other services when suitable.
• Navigate systems to conduct transactions and banking remittances.
• Suggest process improvements to customer delivery.
• Ensure information accuracy and QA compliance with policies.
• Support team objectives and provide training when needed.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Job description

Department Of Custom in Mount Isa City, Queensland, is seeking a Customer Service Advisor dedicated to delivering excellent government services across phone, online and face-to-face channels. You will help Queenslanders access licensing, registration and other products, providing accurate information and practical solutions.

Join a supportive team and enjoy a competitive remuneration package with employer superannuation, five weeks annual leave, learning and development opportunities, and study