You have the opportunity to join the Queensland public sector in a position of trust where you will contribute to better outcomes for Queenslanders by implementing the policies, priorities, services or programs of the elected government. In the role of Customer Service Advisor, you will work collaboratively with a team to 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 Customer Service Advisor you will use your ability, knowledge and experience to:
- Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions
- 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, licencing, deceased estates, vessel registration and a range of other customerservices.
- Assess customer needs and provide appropriate information and direction to appropriate service channel, including referring customers to other service specialist and locations, where appropriate.
- 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.
- Exercise discretion to suggest improvements to customer service delivery processes and tools and support corporate change initiatives.
- Contribute to ensuring the integrity and accuracy of information through reviewing and authorising transactions to confirm that quality assurance requirements have been met, and transactions have been processed accurately and in accordance with TMR policies and procedures.
- 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 customerservices, systems and products.
- This position reports to the Manager and has zero direct reports.
- Inglewood QGAP is a designated rural and remote centre within the department.
Employees who live and work in Inglewood may be entitled to financial and family assistance incentives.
Applications to remain current for 12 months.
**Job Ad Reference**: QLD/602079/24
**Closing Date**: Friday, 22 November 2024This work is licensed under a Creative Commons Attribution 3.0 Australia License.