Customer Service Officer
Customer Service Officer
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Permanent Fulltime 38 hours per week 9 day fortnight) Monday to Friday 7:55am to 5:10pm
- $75252.28 per annum plus Superannuation
- Join the Customer Experience team
Hume City Council is one of Australias fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do ensuring our services are efficient and accessible.
The Customer Service Officer is responsible for providing a positive customer service experience as first point of contact to Councils customers.
What youll be doing:
- Deliver customer service from any frontline touchpoint of the contact centre to deliver an omnichannel experience. This will include phone facetoface and online/digital channels and rotation between customer contact centres within Hume City.
- Efficiently and effectively manage complaints enquiries and requests on all of Councils services and operations.
- Provide accurate timely and courteous information and assistance to customers in all aspects of Council operations.
- Tailor your approach and interactions to ensure all customers receive an excellent experience.
- Contribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customers.
- Undertaken appropriate clerical and administrative tasks associated with customer requests and applications.
- Deliver a proactive and analytical approach to resolving customer interactions through effective questioning negotiation and conflict management.
- Develop positive and collaborative working relationships with other business units of Council to achieve positive outcomes for our customers.
The skills and experience youll bring to the role:
- Demonstrated experience within high volume contact centre and/or facetoface environments.
- Experience in using a contact centre systems including customer management or request tracking systems.
- High level of discretion diplomacy and confidentiality in dealing with members of the general public.
- Ability to establish good and respectful working relationships with all Council staff and other.
- Excellent verbal and nonverbal communication skills to empathetically manage customer enquiries and sensitively manage customers displaying challenging behaviours.
- A broad organisational knowledge and understanding of current Council and community issues.
- Commitment to quality customer service provision and ability to follow through all enquiries effectively and efficiently.
- Able to provide a high level of customer service in a multiskilled contact centre environment and facetoface environment.
- Experience working in an administrative environment with a strong customer and team focus.
- Good written communication skills to enable the preparation of routine correspondence and record keeping.
Why Hume City Council
A leader in local government were committed to creating an inclusive and collaborative work environment that is guided by our values:
Were better every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.
Were in it together: At Hume everyone matters. We Welcome and include all. Respect and safety are expected.
We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.
All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.
We offer a competitive salary package professional development opportunities and a supportive work environment.
A child safe organisation and an equal opportunity employer. Council encourages people of all ages people with disability Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds to apply.
All candidates will be required to undertake background and probity checks including Reference Checks Working with Children Check and a Criminal Record Check.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
