Customer Service Advisor (Cross-Channel)
Department of Customer Services, Open Data and Small and Family Business • Rockhampton, Australia
At CDSB, we connect, deliver, learn and live, and we are looking for someone like you. We value our people as our greatest asset and are committed to fostering positive, inclusive and connected workplaces. We prioritise learning and development opportunities to help you grow your career, offering support and training programs. CDSB provides flexible work arrangements, long-term job security and attractive salaries and benefits to bring out the best in our team.
Responsibilities
* Develop and maintain comprehensive knowledge of procedures, processes and required services to perform service interactions across various customer channels (phone, online and face-to-face).
* Deliver government services, including licensing, registration, and other products, through a variety of communication channels to enable customers to complete their requests efficiently and effectively (e.g., licensing, deceased estates, vessel registration and other customer services).
* Assess customer needs and provide appropriate information and direction to the appropriate service channel, including referring customers to other service specialists and locations, where appropriate.
* Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery, such as collecting and remitting monies associated with transactions, reconciling banking and daily remittances for staff.
* Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives. Provide training and mentoring to customer service officers and trainees in customer services, systems and products, if required.
#J-18808-Ljbffr