Customer Service Representative

**About us**
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

**About the role**

You will be responsible for providing concierge services to the newly refurbished, shared amenity floors on level 18 and 27 at 121 Exhibition Street, ensuring that occupants and their visitors are supported and enjoy an excellent customer service experience. These spaces include meeting rooms, collaboration spaces, training rooms, quiet spaces, project rooms, wellness areas and other working spaces which have been designed to provide a modern, adaptive and flexible working environment. Due to operational needs, this role is an "in office" based position and you will be required onsite full time.

**About you**

To be considered for the role, you must be able to demonstrate:

- Previous experience in a professional customer service role with a track record of effectively managing customer queries and complaints; ideally in a service delivery environment.
- Effective communication skills and ability to adapt style according to the requirements of each unique customer.
- Experience proactively dealing with a broad range of customers where you effectively managed competing demands to efficiently achieve positive customer outcomes, in line with broader organisational goals and priorities.
- Proven ability to thrive in a fast-paced change environment, including demonstration of a team oriented, flexible and pro-active approach to customer service.

**Key accountabilities**
- Provide information and assistance to occupants and visitors to the shared amenities floors and act as a primary contact for enquiries.
- Manage all meeting room and shared space booking activities including set up and pack up of rooms and spaces.
- Deliver a consistent service experience to all clients, across all customer interface points, including telephone, online or in-person.
- Provide basic technical support for AV devices in the meeting rooms and shared spaces.
- Maintain facilities to a high standard; report faults, issues and any building maintenance requirements to the responsible party and/or enter into systems for appropriate action.
- Maintain up to date knowledge of DGS and ACLS services, teams and associated processes.

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

**How to apply**
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which **strongly recommends** all DGS employees be fully vaccinated.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.