Customer Service Representative

A leading local government organisation is seeking a number of dedicated Customer Service Representatives to join their vibrant team in Logan, on a short term contract basis. This is an exceptional opportunity for you to become the welcoming face and first point of contact for a diverse community, providing essential support across multiple channels including in-person, telephone, and digital platforms. If you are passionate about delivering outstanding customer experiences and thrive in a role where every day brings new opportunities to connect with people and solve problems, this position is perfect for you.

What you'll do

- Deliver high-quality front-end customer service in person at service counters, over the phone via the contact centre, and through digital channels such as email and social media.

- Respond promptly to customer enquiries by identifying needs, providing accurate information from knowledge databases, or escalating issues when necessary to ensure resolution at the first point of contact.

- Process payments received from customers in accordance with established procedures and policies while maintaining accuracy and confidentiality at all times.

- Assist with managing customer requests submitted through social media platforms and council applications, ensuring timely follow-up and clear communication.

- Support various council departments by handling internal requests professionally, contributing to seamless operations across the organisation.

- Build strong relationships with external customers and internal stakeholders by fostering open communication, trust, and understanding in every interaction.

- Provide feedback on systems and processes based on daily experiences to help drive continuous improvement initiatives within the customer service branch.

- Maintain up-to-date knowledge of council practices, procedures, relevant legislation, local laws, and policies to provide accurate advice or initiate appropriate actions as required.

- Participate actively as a valued member of the customer service team by contributing positively to the work environment and supporting colleagues’ development through informal training or guidance.

- Uphold health, safety, and wellbeing standards by adhering to organisational policies and participating in activities that promote a safe workplace for yourself and others.

What you bring

- Demonstrated experience providing excellent customer service within a busy contact centre or similar environment where multi-channel communication is essential.

- Strong written and verbal communication skills enabling you to interact effectively with diverse individuals while diffusing escalated situations calmly both in person and over the phone.

- Proficiency using computer software for data entry, spreadsheet management, research tasks within organisational systems, and navigating multiple databases simultaneously.

- Ability to engage empathetically with members of the public as well as internal stakeholders by listening attentively and responding thoughtfully to their needs.

- Capacity to work collaboratively as part of a team while also being dependable when working independently under general supervision within defined guidelines.

- Effective research skills allowing you to quickly acquire new information about council operations or policies so you can provide accurate advice or escalate appropriately when needed.

- Commitment to continuous improvement demonstrated by your willingness to suggest enhancements based on frontline experiences or participate in quality initiatives.

- Resilience under pressure with proven ability to manage competing priorities without compromising attention to detail or quality of service provided.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply. To apply please click apply or call Madeline Wyld on 61 7 3032 2213 for a confidential discussion.

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