Customer Experience Officer

Location: Western Region | Ballarat

Job type: Full time / 12 Months

Organisation: Service Victoria

**Salary**: $55,439 - $71,194

Occupation: Communications, Marketing and Media

Reference: VG/1665591SSJBCM

Position Title: Customer Experience Officer Work Location: Ballarat CBD Employment Type: Full Time Tenure: Fixed Term (12 months initially) VPS Grade: VPS 2 Work Hours: Staff will be required to work 7.6 hours per day between the hours of 8am
- 8pm.

**Who we are**:
Service Victoria is an Administrative Office within the Department of Premier & Cabinet charged with simplifying, improving and modernising essential government transactions and delivering customer service.

We are working hard to deliver a customer service system around what Victorians want and need, rather than what works for government. We know people want easier access to government transactions, including online options.

We are in our fourth year of operational service and have served more than a million customers. Their feedback has been overwhelmingly positive with satisfaction rated at around 96 percent.

We are a customer-centric organisation with functional expertise in customer experience, product development, public policy, agile delivery, information technology, service management and corporate governance.

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.

**The opportunity**:
Digital Customer Support team in Service Victoria is responsible for providing support to the

**Your responsibilities**:
The core responsibilities of the Customer Experience Officer include:

- 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.
- **A ‘customer centric' approach** - You are passionate about exceptional customer service, demonstrating the ability to positively relate and provide friendly and helpful support with a strong undestanding of privacy and data security policy. You have a strong ability to remain calm under pressure.
- **Service Excellence** - Demonstrates a customer first culture and ensure customer expectations are met or exceeded by taking ownership of assigned cases/tickets and striving to track, follow up, and resolve them in a timely manner.
- **Communication skills** - Demonstrates exceptional and empathetic verbal and written communication skills while addressing customer support challenges.
- **Problem Solving **- Ability to seek information needed to solve problems, inspire trust by treating all individuals fairly, identify and proposes practical solutions and act in a manner that is consistent with the the VPS code of conduct. You are able to demonstrate areas where you have been able to provide innovative solutions to customer problems.
- **Accuracy** - Applies high level of detail and accuracy to customer data entry and communications, demonstrates understanding of the importance of data integrity and reporting.

**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 utilising Office 365 programs such as Word, Excel etc

**What we can offer**:
You will have the rare opportunity to shape and influence the state's future by joining a vibrant new organisation that is changing the face of government. You will be working within a growing team of enthusiastic professionals with highly skilled leaders in an environment that will support your growth and development. Service Victoria is a diverse and inclusive workplace and is committed to providing flexible working arrangements.

Service Victoria is committed to supporting our employees balance their work and life commitments. All roles at Service Victoria can be worked flexibly. Service Victoria recognises that providing flexible working arrangements is not only important to our employees but also underpins a diverse, inclusive, adaptive and high-performing workforce. The nature and scope of flexible options available for each position will depend on the nature of the rol