Multi-Channel Community Services Officer

Randstad; City of Melbourne; On-site; AUD 50,000 - 68,000; Full time

Job summary

Randstad is seeking a Customer Service Officer in Melbourne to deliver first-contact support across phone, face-to-face, and digital channels for the local council. The role focuses on resolving inquiries efficiently and empathetically while logging interactions in Pathway CRM.

Responsibilities include managing receptions, payments for council fees, and handling multiple channels like webchats, emails, and e-CRS forms, with adherence to safety and cash-handling protocols.

Qualifications

• 1st Contact Resolution emphasis in service delivery.
• Experience with CRM systems (Pathway) to log inquiries.
• Ability to manage cash handling and payments when required.

Responsibilities

• Provide fast, efficient, and empathetic service aiming for 1st Contact Resolution.
• Accurately record unresolved inquiries and requests into the Pathway CRM system.
• Handle customer complaints calmly and professionally in accordance with council values.
• Manage incoming phone inquiries, providing clear and helpful information.
• Handle digital channels concurrently, including webchats, social media responses, emails, and e-CRS forms.
• Welcome visitors at reception and effectively manage customer flow during busy periods.
• Receive and process payments for council fees (e.g., rates, infringement payments) adhering strictly to cash-handling protocols.
• Receive incoming deliveries/couriers and sharps containers according to safety guidelines.

Tools

Pathway CRM

Job description

Randstad is seeking a Customer Service Officer in Melbourne to deliver first-contact support across phone, face-to-face, and digital channels for the local council. The role focuses on resolving inquiries efficiently and empathetically while logging interactions in Pathway CRM.

Responsibilities include managing receptions, payments for council fees, and handling multiple channels like webchats, emails, and e-CRS forms, with adherence to safety and cash-handling protocols.