Aps3/4 Customer Service Officers/employment Service

2 weeks ago

Adelaide Region SA, Australia DFP Recruitment Services Full time

Job description:

APS3:


We are seeking customer service professions who will be the first point of contact for customer enquiries directed through an inbound National Customer Service Line.

This position requires staff to assess and resolve feedback in line with the Department's complaints handling process.

Some of the duties of the role include:

  • Responding to client enquiries via phone and providing accurate and relevant information
  • Adhering to departmental KPI expectations and call volume requirements
  • Abiding by the APS Code of Conduct and values with internal and external stakeholders
  • Provision of customer service excellence
  • Previous federal or state government experience would be looked upon favourably


You will be rewarded with 37.5 ongoing hours per week, a supportive team environment and the ability to develop your skills in a professional federal government environment.


APS4:

Ideally you will be a Customer Service Professional who with experience in a high volume environment.

Experience in an Employment Services environment would be looked upon favourably.

In addition to this experience, you will need strong time management and organisation skills, exceptional interpersonal and communication skills and sound keyboard skills and computer literacy.

Some of the duties of the role include:

  • deliver high quality customer service, including provision of guidance, support and advice to job seekers suited to their individual needs
- assess and manage routine and non-routine inquiries to resolve issues
- assess the adequacy and quality of job seeker's efforts in relation to their job search

Skills and experience required:

  • Previous experience in a contact centre environment or the employment services industry
  • Sound interpersonal and communication skills
  • Ability to work autonomously, navigate complex information and use sound judgement in making decisions
  • Strong digital literacy including the ability to navigate across multiple IT platforms in real time and type proficiently
  • Communication skills to interpret complex information, tailor messaging and resolve issues
  • A commitment to demonstrating behaviours in line with the APS values and Code of Conduct
  • Good attention to detail with a sound focus on quality
  • Ability to commit to a long term assignment
  • Resilience with experience in complaint handling
Tyler Waterhouse

Note:
You may be required to provide evidence of your COVID-19 vaccination status.

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