Public Sector Customer Care Specialist

Victorian Government; Melbourne; On-site; AUD 81,000 - 99,000; Full time

Benefits offered by this job

Flexible work arrangements

Job summary

The Department of Jobs, Skills, Industry and Regions in Melbourne is seeking a Customer Contact Centre Officer to deliver exceptional customer service across telephone, email, webchat and digital channels.

You will be the first point of contact for enquiries about the department’s programs, services, grants and initiatives, providing accurate information with strong communication and problem-solving skills.

Qualifications

• Experience in a fast-paced customer-facing environment is highly regarded.
• Government experience, privacy and data security understanding are beneficial.
• Familiarity with customer relationship management software or ability to learn new systems.

Responsibilities

• Exercise professional judgement in applying rules within established guidelines.
• Explain concepts and policies to clients, stakeholders and staff.
• Recommend strategies to represent the agency when addressing complex problems.
• Assess client needs and deliver services in complex situations.
• Resolve service delivery problems using persuasion, negotiation and coordination.

Skills

Customer service

Fast-paced environment

Government experience

Communication

Tools

CRM software

Job description

The Department of Jobs, Skills, Industry and Regions in Melbourne is seeking a Customer Contact Centre Officer to deliver exceptional customer service across telephone, email, webchat and digital channels.

You will be the first point of contact for enquiries about the department’s programs, services, grants and initiatives, providing accurate information with strong communication and problem-solving skills.