Customer Experience Officer

4 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 people access government services. We are growing and are looking for amazing frontline support to deliver a great experience for our customers.
The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. Our customer experience officers (CxOs) operate out of the GovHub in brand new offices in the heart of Ballarat, located close to transport and many food outlets.
The CxO team are a close-knit and collaborative team responsible for responding to web chat and web forms for our customers on a wide range of questions. We are on the front line of the digital future and get excited by providing exceptional customer service.
Our current hours of operation are 8am to 8pm, Monday to Friday. #noweekendwork
What you'll be doing, exactly
- Delivering personalised experiences to our customers across multiple digital and voice channels, including live chat, webforms and phone calls.
- Answering a wide variety of queries in a timely, effective, and efficient manner.
- Following the support escalation processes where necessary.
- Learning about new transactions and customer support processes.
- Opportunity to test new features and be part of projects for new services.
- Suggest improvements to our virtual assistant based on your experience with customers.
- Contribute to the relevance and maintenance of our knowledge and training.
- Other tasks as required.

Key selection criteria
- Passionate about providing quality customer service.
- Must be empathetic, friendly, and helpful.
- Customer service experience, preferably in a contact centre environment.
- Exceptional attention to detail with accuracy for data entry and case management.
- An understanding of privacy and data security would be beneficial.
- Exceptional written and verbal communication skills.

What you'll bring with you
- Enthusiasm, positive mindset.
- Reliable and willing to learn
- Ability to solve problems and think outside the box

What we offer
- Work from the new Ballarat GovHub, in a state-of-the-art office.
- Best practice tools, including Salesforce.
- Get the support you need to develop new skills.
- Opportunity to move around and try new things.
- We foster supportive work environments where teams win, and talent thrives.
- Generous leave provisions to help you strike the right balance between work time and your time. Four weeks annual leave plus personal, carer and sick leave; compassionate leave; long service leave; parental leave; other types of leave including defence, jury, cultural, training or study leave.
- We want a public sector workforce that's more diverse and inclusive. This means we're committed to the principles of equal opportunity and inclusion for all. Gender diverse, Aboriginal & Torres Straight Islanders and people with a disability are encouraged to apply.

How to apply

**Applications should include**:

- a resume
- a cover letter briefly responding to the requirements of this role

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

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