Former Customer Services Branch -TMR This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position. The Redcliffe Customer Service team within the Department of Customer Services, Open Data and Small and Family Business provides high-quality, accessible, and efficient services to the local community. As a key member of the team, you will provide a positive customer experience through the delivery of a wide range of products and services to clients through a variety of channels and support the development of customer service functions by piloting initiatives to improve the customer experience.
As The Customer Service Advisor, You Will
* Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions across various customer channels (including 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 in an efficient and effective manner. For example, but not limited to, licensing, deceased estates, vessel registration and a range of other customer services.
* Promote, encourage, and support customers' usage of self-service and referral to other services, to support customers efficiently.
* Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery. For example (but not limited to), collect and remit monies associated with transactions, reconcile 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. If required, you may be requested to provide training and mentoring to customer service officers and trainees in customer services, systems and products.
Applications will remain current for 12 months.
Occupational group
Customer Service/Call centre