Customer Service Excellence Coordinator

2 weeks ago

Russell, Australia Australian Government Department of Defence Full time

About the Role

As a Customer Service Excellence Coordinator, you will play a vital role in enhancing Defence capabilities and personnel readiness through innovative service delivery and support mechanisms.

The successful candidate will be responsible for answering customer enquiries regarding a broad range of internal products and services through various communication mediums.

You will engage with serving ADF members, ex-serving and Reservists, the Australian Public Service, and the public in their daily interactions.

To excel in this role, you must be able to build effective working relationships with all stakeholders to enhance and provide a quality customer experience.

A Day in the Life

As a Customer Service Excellence Coordinator, your day will involve:

  • Switching between answering phone enquiries, responding to emails, and assisting walk-in customers;
  • Interpreting knowledge articles to effectively assist enquiries and provide advice;
  • Listening carefully to identify customers' needs and providing relevant information within agreed performance metrics;
  • Completing basic research and analysis activities as required;
  • Performing administrative duties such as data entry, processing, filing, and entering details of customer engagements into Defence records systems.

About Our Team

Defence's primary mission is to protect Australia and its national interests, promote security and stability in the world, and support the Australian community as directed by the Government.

Our team enables Defence personnel to focus on performing their core responsibilities/functions through the delivery of excellent customer services.

We are a part of a broader Customer Service Network, which includes teams providing access to ADF personnel records, travel services, printing and distribution services, and library services.

What We Offer

As a Customer Service Excellence Coordinator, you will enjoy:

  • A dynamic and supportive work environment;
  • Ongoing training, coaching, and performance development opportunities;
  • The chance to make a meaningful impact in enhancing Defence capabilities and personnel readiness;
  • The opportunity to work collaboratively with a diverse range of stakeholders;
  • A competitive salary package, estimated at $70,000 - $90,000 per annum, depending on location and experience.

Requirements

To succeed in this role, you will need:

  • A passion for customer service delivery with excellent communication skills;
  • A commitment to learning new skills and participating in activities to build and maintain customer service skills, systems knowledge, and product understanding;
  • The ability to communicate effectively with customers across various channels, including face-to-face, email, and phone queries;
  • Initiative to resolve customer enquiries through accurate interpretation of internal knowledge articles, policy, and procedures;
  • Comfort working in an environment where you meet Key Performance Indicators and contact centre metrics.

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