Key Customer Service Tasks: * Provide accurate, efficient and friendly service in line with the Customer Service Quality program with an aim to provide 1st Contact Resolution for customers. * Where a customer query cannot be immediately resolved, accurately enter all information relating to their request on Merri-bek's CRM Pathway * Work to resolve complaints in an efficient, timely and customer oriented manner that is in line with Merri-bek's values * Act as a resource to customers seeking information about the range of services available to the Merri-bek community * Act as a role model for the objectives of the Merri-bek Customer Promise * Meet any key performance indicators and/or targets set for the customer service team or on an individual basis * Maintain confidentiality on appropriate matters and adhere to Council's polices, in respect to the giving and receiving of information Qualifications and Experience: * Previous experience in Customer Service and Contact Centre environment in both face-to-face and high-volume telephone customer services * Understanding of computer systems and related applications * Languages other than English will be an advantage At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people. We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.