Customer Service Officer | Canberra ACT | 12 Months
We are seeking Customer Service Officers to support a high-volume operational contact centre environment. The role focuses on responding to stakeholder enquiries, maintaining accurate records and supporting service delivery outcomes across maritime and regulatory functions.
About the Client
This opportunity sits within a Federal Government operational service environment supporting national regulatory and customer service functions. The organisation works closely with industry stakeholders and the public to deliver important safety and compliance outcomes across Australia.
About the Role
The Customer Service Officer will support inbound customer enquiries through phone and digital channels while maintaining accurate records and contributing to service delivery performance targets. The role involves working within a structured operational environment, engaging with internal and external stakeholders and supporting consistent customer outcomes across a range of enquiries and administrative processes.
Key Responsibilities
* Respond to inbound phone and email enquiries from customers and stakeholders
* Provide accurate information relating to operational services and processes
* Maintain customer records and update internal systems accurately
* Support achievement of team KPIs and customer service standards
* Liaise with internal business areas and external stakeholders as required
* Assist customers to navigate self-service and digital service options
* Contribute to continuous improvement of work processes and team operations
* Support additional operational tasks and administrative activities as required
Skills and Experience
* Strong customer service and communication skills
* Experience working in a contact centre, administration or service delivery environment
* Ability to engage professionally with a range of stakeholders
* Good attention to detail and data entry capability
* Experience using Microsoft Office and customer management systems
* Ability to work collaboratively within a team-based environment
Qualifications
* Relevant customer service, administration or contact centre experience preferred
* Equivalent practical experience will also be considered
Eligibility / Other Requirements
* Australian working rights required
* Relevant pre-employment checks will apply
* Security Clearance: Not currently required
Why this role may appeal
This role offers exposure to a structured Federal Government operational environment with a strong stakeholder service focus. It would suit candidates looking to build APS-aligned experience in customer operations, service delivery and government-facing administration.
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