CUSTOMER SERVICE OFFICER

Summary about this job

Detail information about job CUSTOMER SERVICE OFFICER. Terms and conditions vacancy

• A temporary band 5 role
• Eastern Suburbs location
• ASAP start until Mid Sept

CUSTOMER SERVICE OFFICER is needed in the eastern suburbs of Melbourne for a local government council.

The Customer Service Officer will provide courteous and responsive answers and solutions to customer enquiries as well as, provide effective and valuable service to both internal and external parties, ensure communications are clear, concise and accurate, maintain the integrity of the organisation’s profile in all dealings with customers.  

Key Responsibility 

• Resolve customer queries at the first point of contact.
• Use Council’s knowledge management system, first point, to provide up to date and accurate information to customers, identify inaccurate information and update as necessary.
• Use Council’s Customer Response System (CRS) to log customer requests for action and maintain accurate CRS records.
• Work across all Customer Service Centre locations.
• Work flexible hours/days of the week to meet operational needs.
• Team activities/meetings as required.
• Take responsibility for individual and team performance against targets.
• Transact and receipt payments accurately, recording and receipting all transactions.
• Well-developed verbal communications skills and demonstrated ability to listen, understand and negotiate successful outcomes.
• Ability to initiative an appropriate organisational response in line with correct procedure, to ensure all customers receive the highest level of service.
• Ability to handle difficult, complex and challenging situations in a professional and empathetic manner, ensuring procedures for escalation or referral are followed if required.
• Induct, support and guide new team members into the Customer Service Team, as required.
• Demonstrate skills in ‘cash-handling’ receipting payments and recording via a computerised system.
• Proficient computer skills, including the knowledge of customer request systems, contact centre operations, web applications and other windows based software including MS Office suite  
• Ability to respond effectively and efficiently in accordance to Customer Service Parameters, meeting key performance indicators.

Selection Criteria

• Proven experience of providing high level customer service in an Inbound Contact Centre and/or Service Centre work environment with an emphasis on first point resolution.
• Customer Service and Admin Experience in Local Government highly desirable
• Experience in Pathways Smart Client highly desirable
• Well-developed interpersonal and written communication skills, with an ability to handle difficult situations
• Demonstrated ability to influence others positively, by leading by example.
• Ability to work quickly and efficiently in a time-critical, fast paced contact centre / service centre environment and meet key performance indicators.
• Proven to be solutions based problem solver, who takes responsibility for actions and is accountable for work performance.
• High level proficiency in customer request systems, windows/web based programs, and call centre
• technologies with the ability to quickly learn internal computer systems.
• Have a Valid Visa to work and live in Australia.

For more information please call Jeenita on 03 8398 0854 or email [email protected]