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Senior Customer Service Officer

2 months ago

City of Bayside, Australia Hudson Australia Full time

This pay rate is inclusive of mandatory 25% casual loading

The Role:

  • 6 Month Contract
  • Possible 6 Month Extension
  • Great Team Environment
  • Support, Training and Progression
  • 100% Onsite, Parking available
  • Located at Frankston, Victoria
  • Easy to fill timesheet and on-time weekly payment

The Responsibilities:

  • Within a Customer Service Centre environment, provide an accurate and efficient response to internal and external customer R&L enquiries and appointments, including driver licence testing and registration inspections.
  • Assessment of road safety requirements in accordance with product and service training, legislative requirements, established policies and business rules, and R&L service standards.
  • Most of these enquiries and appointments will be face to face, however accompanying emails and phone calls will be required when clarification or explanation is required.
  • Acknowledge and resolve escalated enquiries and accurately record and refer unresolved issues through appropriate channels. Enquiries may include, internal enquiries, including subject matter expertise and contacting customers, by phone and email, to guide resolution of enquiries.
  • Maintain subject expertise regarding rapidly evolving customer service in accordance with policies and procedures.
  • Communications and training are provided to support knowledge management of customer offered services, and the applications used to support them.
  • Directly and indirectly support and promote use of preferred channel services and guide R&L Customer Service Officers on these channels when assistance is requested.
  • Work collaboratively as an effective Team member, participating in learning & development activities, continuous improvement initiatives, and assisting colleagues to meet team objectives.
  • Ensure data integrity and the privacy of personal information is maintained by operating within established levels of delegation and authorisation and by complying with the organisation's code of conduct.
  • Any other duties within the scope of the skills and capabilities of this role, as directed by your leader.

The Requirements:

  • Significant experience working in a Customer Service, Customer Service Facing, Customer Service Call Centre environment
  • Highly developed customer service skills
  • Highly developed interpretive and analysis skills
  • Highly developed verbal, written and inter-personal communication skills.
  • Willingness to work flexibly within operational hours.
  • Demonstrates willingness to learn and travel to other sites.
  • Well-developed computer and digital skills including proficiency in Microsoft Office.
  • Possession of Current and Valid C Class Drivers Licence.
  • Possession of or ability to obtain a current National Police Certificate.
  • Must have own vehicle and double vaccinated
  • Must have the rights to work in Australia and be willing to undertake a Criminal History Check