Government Services Customer Contact Centre Specialist

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

Résumé du poste

The Department of Jobs, Precincts and Regions in Melbourne seeks a Customer Contact Centre Officer to deliver frontline support. Based at 121 Exhibition Street, you will handle inquiries via phone, email and webchat, providing accurate information on programs and services and guiding callers to the right outcomes.

You will work within the Strategic Communications Branch, using strong communication, problem-solving and judgement to resolve issues and to contribute to knowledge resources and

Qualifications

• Experience in a fast-paced customer-facing environment.
• Government experience is highly regarded.
• Familiarity with customer relationship management software or willingness to learn new systems.

Responsabilités

• Explain concepts and policies to clients, stakeholders and staff.
• Assess client needs and deliver a range of services in complex situations.
• Resolve operational service delivery problems within guidelines using persuasion and negotiation.
• Provide accurate information across telephone, email, webchat and other digital channels.
• Exercise professional judgement when applying rules within established guidelines.

Connaissances

Customer service

Communication

Problem-solving

Data privacy knowledge

Outils

CRM software

Description du poste

The Department of Jobs, Precincts and Regions in Melbourne seeks a Customer Contact Centre Officer to deliver frontline support. Based at 121 Exhibition Street, you will handle inquiries via phone, email and webchat, providing accurate information on programs and services and guiding callers to the right outcomes.

You will work within the Strategic Communications Branch, using strong communication, problem-solving and judgement to resolve issues and to contribute to knowledge resources and