Monash Connect Student Services Officer

Slade Group; Melbourne; On-site; AUD 47,000 - 67,000; Full time

Job summary

Monash University, Caulfield campus, seeks a Customer Services Officer to support students, staff and the Monash community across phone, email, messaging and in-person interactions. This 5-month contract role starts in November and is based onsite at Caulfield.

You will be the first point of contact for enquiries, deliver expert guidance, maintain records, and collaborate with teammates to ensure timely, high-quality service while upholding privacy and confidentiality standards.

Qualifications

• Experience in a customer-facing or contact centre environment.
• Advanced verbal and written communication skills.
• High levels of computer literacy and ability to learn systems such as Microsoft Office, Salesforce, Genesys, Slack and in-house tools.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
• A current Employee (paid), Working with Children Check (or willingness to obtain one).
• A passion to meet service KPIs and provide exceptional customer experiences.

Responsibilities

• Be the first point of contact for enquiries from students, staff and the public.
• Deliver expert advice and high-quality support via phone, email, and some face-to-face interactions.
• Maintain records and data to ensure smooth operations.
• Collaborate with team members to ensure excellent service delivery.
• Contribute ideas to help improve service and stay updated with the latest information for customers and colleagues.

Skills

Customer service

Communication

Team player

Problem solving

Attention to detail

Tools

Microsoft Office

Salesforce

Genesys

Slack

Job description

$41.64 per hour + 12% super | Full-time hours | 5-month contract starting November

Be part of the great student services team at Monash University, Caulfield campus!

Are you passionate about providing excellent customer service? We’re looking for a motivated and customer-focused Student Services Officer to join this vibrant team!

This is your opportunity to work in a dynamic, multi-channel environment, supporting students, staff, and the Monash community through phone, email, messaging and face-to-face interactions.

If you are the right person for the role, you’ll:

• Be the first point of contact for a wide range of enquiries from students, staff, and the public.
• Deliver expert advice and high-quality support via phone, email, and some face-to-face
• Maintain high service standards, ensuring privacy, confidentiality, and timely issue resolution.
• Maintain and update records and data to ensure smooth operations.
• Collaborate closely with your team members to ensure excellent service delivery.
• Contribute fresh ideas and feedback to help us constantly improve.
• Stay updated and ready to share the latest information with customers and colleagues.

Are you:

• Available to work onsite, 5 days per week
• Friendly, proactive and professional
• A team player who thrives in a fast-paced, busy contact centre environment.
• A clear and confident communicator who enjoys interacting with a diverse community
• A fast learner and natural problem solver who is resilient and remains calm under pressure
• Someone who shows initiative
• Someone who shows great attention to detail
• Able to research solutions, and are you confident to learn?

WE WANT TO HEAR FROM YOU

To be successful, you will need to have

• Experience in a customer-facing or contact centre environment.
• Advanced verbal and written communication skills
• High levels of computer literacy and confidence to learn systems such as Microsoft Office, Salesforce, Genesys, Slack and other in-house systems
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
• A current Employee (paid), Working with Children Check (or willingness to obtain one).
• A passion to meet service KPIs and offer exceptional customer experiences

Ready to bring your energy and passion for customer service to this supportive team? This is a 5-month contract role starting in November.