Customer Experience Officer

6 days ago

Ballarat, Australia Service Victoria Full time

Who we are
Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021.
The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. Our senior leadership team and the corporate areas (finance, procurement, budget) are close-knit and collaborative, an integral part of the organisation.
We work flexibly and remotely, using GovHub workspaces across Victoria for onsite collaboration.
We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems. We use a range of market-leading technology, such as AWS, Salesforce, Node.js, React, MuleSoft, Sitecore (.NET), HTML/CSS/JavaScript, and Java. From a Salesforce point of view, we use areas such as Service Cloud, Experience Cloud, OmniStudio and Public Sector Solution.

About the role
The Victorian Government Contact Centre is a small contact centre that supports whole-of-Victorian Government service delivery. The breadth and complexity of services provided by the Contact Centre is extensive. Serviced categories include general government enquiries, specific ongoing departmental programs, help desk systems support, short term targeted campaigns and events and outbound call initiatives.
Key responsibilities
- Perform document verification and identity verification on behalf of customers using our Offline Verification services
- Perform data entry with a high level of accuracy and attention to detail.
- Ensure that the digital support needs of Service Victoria customers and other key stakeholders are met in a timely, effective and efficient manner.
- Triage, catalogue and follow the support escalation process through to third party providers and other internal Service Victoria teams where necessary.
- Suggest continuous improvement of our virtual assistant content based on experience from customer interactions.
- Contribute to building and maintenance of our knowledge base and training materials.
- Other ad-hoc tasks as required

Key Selection Criteria
- A ‘customer centric' approach
- Service Excellence
- Communication skills
- Problem Solving
- Accuracy
- Technical Skills

Skills and Qualifications
- Previous experience in a customer support-related role supporting multiple communication channels, including live chat and phone support
- Experience in customer relationship management (CRM) tools (Salesforce experience would be highly regarded)
- Previous experience utilising Office 365 programs such as Word, Excel etc

This position is only open to applicants with relevant rights to work in Australia.
- a resume; and
- a cover letter which addresses the key selection criteria (within two pages)

**Other relevant information**:
Service Victoria actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disabilities.

  • Customer Experience Officer

    3 days ago

    Ballarat, Australia Service Victoria Full time

    Who we are Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021. The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. Our senior...

  • Customer Experience Officer

    1 day ago

    Ballarat, Australia Service Victoria Full time

    What we are looking for (Key Selection Criteria) Desired Skills & Qualifications - Previous experience in a customer support-related role supporting multiple communication channels, including live chat and phone support - Experience in customer relationship management (CRM) tools (Salesforce experience would be highly regarded) - Previous experience...

  • Customer Experience Officer

    4 weeks ago

    Ballarat, Victoria, Australia Ballarat City Council Full time

    Fixed term and casual positions at the Ballarat Aquatic & Lifestyle CentreBand 3 Salary from $32.06 - $34.14 per hour plus casual loading and superEvenings and weekend availability requiredPart-time fixed term position until January 2026 – 30 hours per weekCasual positions availableWe currently have an exciting opportunity for customer focused individuals...

  • Customer Experience Officer

    4 weeks ago

    Ballarat, Victoria, Australia Ballarat City Council Full time

    Fixed term and casual positions at the Ballarat Aquatic & Lifestyle CentreBand 3 Salary from $32.06 - $34.14 per hour plus casual loading and superEvenings and weekend availability requiredPart-time fixed term position until January 2026 – 30 hours per weekCasual positions availableWe currently have an exciting opportunity for customer focused individuals...

  • Customer Experience Officer

    6 days ago

    Ballarat, Australia Service Victoria Full time

    Who we are Service Victoria is the one place to go for government services. We deliver modern government services designed around people's needs. About the role Our Customer Support team is responsible forproviding support to the Victorian public, agencies and Victoria Government departments for products and services developed by Service Victoria. The CxO...

  • Customer Experience Officer

    6 days ago

    Ballarat, Australia Service Victoria Full time

    If you're all about awesome customer service and want to work with a great bunch of people, then let's talk... Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia last year. We help millions of...

  • Customer Experience Officer

    1 day ago

    Ballarat, Australia Service Victoria Full time

    Location: Western Region | Ballarat Job type: Full time / 12 Months Organisation: Service Victoria **Salary**: $56,271 - $64,268 Occupation: Customer Service/Call Centre Reference: VG/1739206CM Ballarat CBD I Full Time I VPS2 I Staff will be required to work 7.6 hours per day between the hours of 8am and 8pm **The opportunity** **Your...

  • Vps2 Customer Experience Officer

    2 weeks ago

    Ballarat, Australia Chandler Macleod Full time

    Chandler Macleod are seeking enthusiastic Customer Experience Offices for our Government client located in Ballarat - Western Regional Victoria. **The Opportunity**: Current hours of operation are 8am to 8pm, Monday to Friday, however as this is a new Centre, we require people who can work between the hours of 9.00am - 5.00pm, Monday to Friday Applicants...

  • Customer Experience Officer

    6 days ago

    Ballarat, Australia Service Victoria Full time

    Location: Western Region | Ballarat Job type: Full time / 6 months Organisation: Service Victoria **Salary**: $55,439 - $71,194 Occupation: Communications, Marketing and Media Reference: VG/1665591SSJB Position Title: Customer Experience Officer Work Location: Ballarat CBD Employment Type: Full Time Tenure: Fixed Term (6 months) Full time and Part time...

  • Workplace Experience Officer

    1 day ago

    Ballarat, Australia Compass Group Australia Full time

    **Workplace Experience Officer** **Up-to $34.00 per hour (Depending on experience)** - **Part time, 20-25 hours per week**: - **Corporate office environment**: - **New and evolving site** **Today and tomorrow at Compass Group, we serve a better future by enriching people, communities and our planet. We do this because we believe that everyone should be...