Customer Experience Officer

6 months ago

Ballarat, Australia Service Victoria Full time

Who we are
Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021.
The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. Our senior leadership team and the corporate areas (finance, procurement, budget) are close-knit and collaborative, an integral part of the organisation.
We work flexibly and remotely, using GovHub workspaces across Victoria for onsite collaboration.
We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems. We use a range of market-leading technology, such as AWS, Salesforce, Node.js, React, MuleSoft, Sitecore (.NET), HTML/CSS/JavaScript, and Java. From a Salesforce point of view, we use areas such as Service Cloud, Experience Cloud, OmniStudio and Public Sector Solution.

About the role
The Victorian Government Contact Centre is a small contact centre that supports whole-of-Victorian Government service delivery. The breadth and complexity of services provided by the Contact Centre is extensive. Serviced categories include general government enquiries, specific ongoing departmental programs, help desk systems support, short term targeted campaigns and events and outbound call initiatives.
Key responsibilities
- Perform document verification and identity verification on behalf of customers using our Offline Verification services
- Perform data entry with a high level of accuracy and attention to detail.
- Ensure that the digital support needs of Service Victoria customers and other key stakeholders are met in a timely, effective and efficient manner.
- Triage, catalogue and follow the support escalation process through to third party providers and other internal Service Victoria teams where necessary.
- Suggest continuous improvement of our virtual assistant content based on experience from customer interactions.
- Contribute to building and maintenance of our knowledge base and training materials.
- Other ad-hoc tasks as required

Key Selection Criteria
- A ‘customer centric' approach
- Service Excellence
- Communication skills
- Problem Solving
- Accuracy
- Technical Skills

Skills and 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.
- a resume; and
- a cover letter which addresses the key selection criteria (within two 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.

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