Customer Experience Officer

6 months ago

Ballarat, Australia Service Victoria Full time

Location: Western Region | Ballarat

Job type: Full time / 12 Months

Organisation: Service Victoria

**Salary**: $56,271 - $64,268

Occupation: Customer Service/Call Centre

Reference: VG/1739206CM

Ballarat CBD I Full Time I VPS2 I Staff will be required to work 7.6 hours per day between the hours of 8am and 8pm

**The opportunity**

**Your responsibilities**
The core responsibilities of the Customer Experience Officer include:
4. Perform document verification and identity verification on behalf of customers using our Offline Verification services
5. Perform data entry with a high level of accuracy and attention to detail.
6. Ensure that the digital support needs of Service Victoria customers and other key stakeholders are met in a timely, effective and efficient manner.
7. Triage, catalogue and follow the support escalation process through to third party providers and other internal Service Victoria teams where necessary.
9. Suggest continuous improvement of our virtual assistant content based on experience from customer interactions.
10. Contribute to building and maintenance of our knowledge base and training materials.
12. Other ad-hoc tasks as required

**What we are looking for (Key Selection Criteria)**

1. A ‘customer centric' approach - You are passionate about exceptional customer service, demonstrating the ability to positively relate and provide friendly and helpful support with a strong undestanding of privacy and data security policy. You have a strong ability to remain calm under pressure.
2. Service Excellence - Demonstrates a customer first culture and ensure customer expectations are met or exceeded by taking ownership of assigned cases/tickets and striving to track, follow up, and resolve them in a timely manner.
3. Communication skills - Demonstrates exceptional and empathetic verbal and written communication skills while addressing customer support challenges.
4. Problem Solving - Ability to seek information needed to solve problems, inspire trust by treating all individuals fairly, identify and proposes practical solutions and act in a manner that is consistent with the the VPS code of conduct. You are able to demonstrate areas where you have been able to provide innovative solutions to customer problems.
5. Accuracy - Applies high level of detail and accuracy to customer data entry and communications, demonstrates understanding of the importance of data integrity and reporting.

**Desired Skills & Qualifications**
- Previous experience in a customer support-related role supporting multiple communication channels, including live chat and phone support
- Experience in customer relationship management (CRM) tools (Salesforce experience would be highly regarded)
- Previous experience utilising Office 365 programs such as Word, Excel etc

**This position is only open to applicants with relevant rights to work in Australia.**

**How to apply**:

- a resume
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**:
Service Victoria actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disabilities. All roles at Service Victoria can be worked flexibly, however it may differ from role to role.

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