Customer Service Representative
8 hours ago
The Australian Public Service (APS) is a dynamic and diverse organisation offering rewarding careers across various internal groups and agencies.
About the RoleWe are seeking highly motivated individuals to fill the position of Customer Service Representative - Defence Services. In this role, you will be responsible for providing exceptional customer service to serving Australian Defence Force members, ex-serving and Reserve members, the Australian Public Service, and the general public.
As a Customer Service Representative, you will work in a scheduled contact centre environment to answer phone enquiries, respond to emails, and complete administrative tasks. You will also have the opportunity to engage with customers through face-to-face interactions and identify their needs to provide relevant information within agreed performance metrics.
Key Responsibilities- Provide exceptional customer service to internal and external customers via various channels, including phone, email, and face-to-face interactions.
- Analyse customer inquiries and provide accurate advice based on internal knowledge articles, policy, and procedures.
- Work collaboratively as part of a team to meet Key Performance Indicators and contact centre metrics.
- Complete administrative duties such as data entry, processing, virtual filing, and redaction of records in accordance with legislative requirements.
You will have access to ongoing training, coaching, and performance development through our Quality Framework to ensure your skills and knowledge are expanded to enhance and maintain delivery of quality and consistent customer service excellence.
Requirements- Possess excellent communication and interpersonal skills.
- Be able to work effectively in a team environment and build strong relationships with colleagues and stakeholders.
- Demonstrate initiative and problem-solving skills to resolve customer enquiries efficiently.
- Have basic computer skills and proficiency in using software applications.
- A competitive salary ranging from $67,339 to $74,197 per annum, plus up to 15.4% superannuation.
- Flexible working hours, including part-time options and non-ongoing work arrangements.
- Access to funded development opportunities to enhance your professional growth.
- A range of leave entitlements, including annual leave, sick leave, and carers leave.
- Membership to Defence's Health, Wellbeing, Diversity, and Inclusion networks.
We are committed to creating an inclusive and respectful workplace culture that values diversity and promotes equal employment opportunities. If you are passionate about delivering exceptional customer service and have a strong commitment to learning and professional development, we encourage you to apply for this exciting opportunity.
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