Business Solutions Consultant

7 days ago

Ballarat, Victoria, Australia beBeeSupport Full time $95,000 - $130,000

At Service Victoria, our mission is to make government services easy for everyone. We're proud of achieving high customer satisfaction rates.

Our organization is dynamic and fast-paced, offering a unique experience in the public sector. Our leadership team and corporate areas are close-knit and collaborative, driving innovation and success.

We work flexibly and remotely, using GovHub workspaces across Victoria for onsite collaboration. Our digital services platform is built on contemporary cloud-based infrastructure with market-leading technology like AWS, Salesforce, Node.js, React, MuleSoft, Sitecore, HTML/CSS/JavaScript, and Java.

As we grow and move into our operational phase, we will add new transactions and functionality to existing capabilities, including digital licenses, online accounts, and payments.

We're focused on building the future organization and IT structure, ensuring that our implemented solutions can be maintained, supported, and expanded upon. You'll also have the opportunity to improve our service offering through data analytics and insights.

The Opportunity Overview

  • Create accessible business intelligence solutions, cultivate relationships with stakeholders, drive enhancements using data, conduct research, and demonstrate teamwork and self-driven capabilities.

Key Responsibilities

  • Perform document verification and identity verification on behalf of customers.
  • Enter data with high accuracy and attention to detail.
  • Ensure timely support needs of customers and stakeholders are met.
  • Triage and escalate support issues to third-party providers and internal teams.
  • Suggest continuous improvement of virtual assistant content.
  • Contribute to knowledge base and training materials.
  • Other ad-hoc tasks as required.

Selection Criteria

  • A 'customer-centric' approach, providing friendly and helpful support while maintaining confidentiality and remaining calm under pressure.
  • Service Excellence, taking ownership of assigned cases and striving to meet or exceed customer expectations.
  • Exceptional communication skills, addressing customer support challenges with empathy and professionalism.
  • Problem-solving ability, seeking information to solve problems and proposing practical solutions.

Desirable Requirements

  • Previous experience in customer support roles supporting multiple communication channels.
  • Experience in customer relationship management (CRM) tools, particularly Salesforce.
  • Previous experience utilizing Office 365 programs.

What We Offer

Flexible working arrangements, including hybrid and remote options, along with opportunities for growth and development. We foster supportive work environments and value diversity and inclusivity.

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