Multi-Channel Government Services Advisor

Queensland Government; Mount Isa City; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Employer superannuation up to 12.75%

Five weeks annual leave

Salary packaging

Learning and development opportunities

Employee Assistance Program

Work/life balance

Job summary

Queensland Government is seeking a Customer Service Advisor (Cross Channel) to deliver government services across phone, online and face-to-face channels. You will develop knowledge of procedures, assess customer needs and direct them to the appropriate service channel.

The role involves handling licensing and registrations and engaging with multiple systems to support efficient service delivery. You will work with a positive, diverse team and may provide training to junior advisors.

Qualifications

• Goverment service knowledge and procedures.
• Ability to navigate multiple systems and databases.
• Assess customer needs and direct to appropriate channel or location.

Responsibilities

• Develop and maintain knowledge of procedures and services across channels (phone, online, face to face).
• Deliver government services including licensing, registration and products through multiple channels.
• Assist with licensing, deceased estates, vessel registration and other services.
• Assess customer needs and provide information/direction to appropriate service channel.
• Navigate systems to support transactions including banking remittance and reconciliations.
• Collaborate with team to meet performance targets and participate in team activities.
• Provide training/mentoring to Customer Service Advisors if required.

Skills

Cross-channel communication

Customer service

Problem solving

Training & mentoring

Job description

Queensland Government is seeking a Customer Service Advisor (Cross Channel) to deliver government services across phone, online and face-to-face channels. You will develop knowledge of procedures, assess customer needs and direct them to the appropriate service channel.

The role involves handling licensing and registrations and engaging with multiple systems to support efficient service delivery. You will work with a positive, diverse team and may provide training to junior advisors.