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Aps3 & Aps4 Customer Service Officers
3 months ago
Job description:
We are seeking a number of experienced Customer Advice Officers to join this Federal Government team based in Brisbane's CBD.
These are 6 months assignment with view to extension.The Team:
This is a call centre environment which provides a mechanism for job seekers, employers and interested members of the public to ask questions and provide feedback about employment services.
The team are dedicated to quality customer service by effectively researching and sharing employment services information between job seekers, employers, employment service providers and key stakeholders.
The Roles:
The
APS3 (equivalent) positions are the first point of contact and will interact with job seekers, employers and students.
As part of their usual duties, APS3 Customer Service Officer will:
- Providing a first point of contact for participants including provision of guidance, support and advice tailored to individual needs.
- Investigating and managing routine cases via resolution of customer issues with assistance from higher classification levels.
- Maintaining accurate records within the Customer Relationship Management System (CRM).
- Researching, analysing and making recommendations based on resources and guidelines provided.
- Navigating across multiple IT systems in realtime.
- Demonstrating excellent workplace behaviours including working within a team and promoting a positive team culture
- Providing a first point of contact for participants including provision of guidance, support and advice tailored to individual needs.
- Investigating, managing, and resolving complex cases with assistance from staff of higher classification levels where needed.
- Conducting thorough investigations and using effective management strategies to address the concerns of complainants.
- Identifying learning opportunities and providing mentoring to staff of lower classification levels where required.
- Employing a flexible approach to daytoday work changes and shifting priorities.
- Maintaining accurate records within the Customer Relationship Management System (CRM)
- Researching, analysing, and making informed decisions based on the resources and guidelines provided.
- Navigating across multiple IT systems in realtime.
- Demonstrating excellent workplace behaviours including working within a team and promoting positive team culture.
- Experienced in working within strict policies and procedures, preferably within Federal Government environment;
- Customer focused people who will put clients at the centre of everything they do;
- Ability to quickly acquire knowledge of information systems;
- Confidently present verbal and written information in a clear, concise, confidential and professional manner;
- Confident with building and sustaining positive relationships in a team environment;
- Have the ability to undertake investigations and assist in the resolution of technical issues;
- Experienced within contact centre environment or government programmes.
Applicants
must hold Australian Citizenship and the completion of a National Police Check is essential prior to commencement.
If you are interested in this role, please APPLY NOW by clicking the available link and including a cover letter.
If you are already registered with DFP, please speak with your Consultant on prior to applying.
Note:
You may be required to provide evidence of your COVID-19 vaccination status.
