Job Title:
Customer Service Representative
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Job Description:
This position plays a vital role in supporting our community by acting as the first point of contact for residents, businesses, and visitors. Through excellent customer service, we ensure that enquiries, requests, and issues are addressed promptly, contributing to a positive experience with local government services.
The role is responsible for providing professional, high-quality customer service to residents, businesses, and other stakeholders while performing administrative tasks to support Council operations. The Officer ensures suitable stocks and supplies are purchased and maintained, retrieves post, maintains accurate records, undertakes administrative duties, records management, and provides backfill for other areas within Council.
Key Responsibilities:
* Primary point of contact for front counters services including processing payments, customer enquiries, complaints, and requests, ensuring prompt and courteous responses.
* Provide accurate information to residents and businesses regarding Council services, policies, and procedures.
* Address and resolve customer concerns, escalating issues to the relevant department as needed.
* Office management tasks include mail, banking, flags, stationery supplies.
* Perform general administrative duties such as data entry and managing correspondence.
* Maintain and update customer records and documentation in Council's management systems.
* Process incoming and outgoing mail and ensure timely distribution.
* Accurately record and file customer and administrative documents, ensuring compliance with Council's record management policies and relevant legislation.
* Maintain confidentiality and ensure sensitive information is securely handled.
* Provide backfill support during periods of absence.
* Participation in projects as needed
* Participate in staff meetings, training, and development programs to continuously upskill and improve service delivery.
* Reporting of incidents, near miss, injuries, property damage and identified hazards.
* Taking reasonable care to protect their own safety and the health and safety of others.
* Following reasonable instruction on health and safety and injury management.
* Actively participating in training and WHS programs as required.
* Any other responsibilities in line with the position as assigned by the Manager and/or Council.
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