Australia Job Openings

Transport and Main Roads

Customer Service Advisor (Cross-Channel)

November 8, 2024

You have the opportunity to join the Queensland Public sector in a position of trust where you will contribute to better outcomes for Queenslanders by implementing the policies, priorities, services or programs of the elected government. In the role of Customer Service Advisor, you will work collaboratively with a team to provide a positive customer experience through the delivery of a wide range of products and services to clients through a variety of channels; and support the development of customer service functions by piloting initiatives to improve the customer service experience. As a Customer Service Advisor, you will use your ability, knowledge and experience to:

  • Deliver government services including licensing, registration and other products, through a variety of communication channels to enable customers to complete their requests in an efficient and effective manner.
  • Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions across various customer channels
  • Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery. For example, collect and remit monies associated with transactions, reconcile banking and daily remittances for staff.
  • Assess customer needs and provide appropriate information and direction to appropriate service channel, including referring customers to other service specialist and locations, where appropriate.
  • Provide services for agencies that the department has established service agreements with and in turn monitor the quality of products and services provided by these Queensland Government agencies and report on problems/solutions.
  • Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives.
  • Exercise discretion to suggest improvements to customer service delivery processes and tools and support corporate change.
  • Contribute to ensuring the integrity and accuracy of information through reviewing and authorising transactions to confirm that quality assurance requirements have been met, and transactions have been processed accurately and in accordance with T MR policies and procedures.
  • In the circumstances where the Senior Advisor (Customer Service) is absent for a limited period of time you may be asked to supervise the operations of a customer service centre.
This position reports to the Senior Advisor and has no direct reports
Applications will remain current for 12 months.
Job Ad Reference: QLD/602959/24
Closing Date: Friday, 22 November 2024This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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