Customer Service Engagement Officer

18 hours ago


Parramatta Park, Queensland, Australia Chandler Macleod Full time
Job Summary

As a Customer Service Engagement Officer at Chandler Macleod, you will play a vital role in delivering exceptional customer service to stakeholders, community members, and visitors. Your primary responsibility will be to provide effective first-line responses to enquiries and feedback through various communication channels, including email, web forms, phone, social media, and in-person interactions. This will involve acknowledging, resolving, and recording customer complaints, as well as escalating unresolved issues to ensure timely resolutions.

Key Responsibilities

• Coordinate proactive customer/community communications through websites, EDMs, phone, social media, and face-to-face channels to promote projects, manage expectations, and mitigate potential customer impacts from SOPA & 3rd party initiatives.
• Arrange, administer, and supervise the provision of high-quality customer service requirements at priority events, programs, activations, and partnership projects.
• Undertake community engagement activities to gain customer insights, which inform evidence-based decision-making within the Authority and enhance collaboration with City of Parramatta.
• Comply with privacy requirements and legislative obligations, managing informal GIPA requests to ensure confidentiality, privacy, and integrity of information are not compromised and in line with DPHI policy.
• Execute a range of business processes and administrative duties to support internal stakeholders, including maintaining records of customer feedback and complaints and producing regular reports for distribution to the SOPA Leadership team and other stakeholders, where appropriate.

Essential Skills and Experience

• Proven experience using Salesforce for customer service/case management/records management is required.
• High-level written and verbal communication skills.
• Commitment to internal and external-facing customer service.
• Working with Children Check Required.

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