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Customer Service Officer

Australian Government Department of Education, S... - Brisbane City, QLD

Customer Service & Call Centre
Source: uWorkin


  • APS Level 3
  • Brisbane, QLD and Adelaide, SA
  • $65,258 - $67,971

The National Customer Service Line (NCSL) is a call centre which has offices in Adelaide and Brisbane. The NCSL provides a mechanism for job seekers, employers and interested members of the public to ask questions and provide feedback about employment services.

The Position

The Customer Service Officer (CSO) works part of a virtual team with centralised line management. The Customer Service Officer responds to enquiries regarding the department’s employment programs through various contact methods such as phone calls, online forms and emails.

As a Customer Service Officer you will have

  • a high level of computer literacy
  • the ability to quickly acquire system and technical knowledge and knowledge of employment services
  • experience working in a contact centre or customer service role, including sound judgement, effective communication skills and resilience.
  • experience in portraying quality customer service focus and remaining objective
  • the ability to remain professional and respectful
  • attention to detail and the ability to take direction
  • the ability to remain positive and responsive
  • an understanding of correct communication methods internally and with callers
  • an understanding of government programmes and initiatives
  • an ability to keep up to date with government changes
  • an ability to work to a call centre schedule

This role predominantly involves responding to inbound calls from job seekers and employers in line with policy and process guidelines.

About You
  • You will have a positive attitude and enjoy working in front line customer service, providing a true customer experience.
  • A proven track record of customer service in resolutions for complaints.
  • You enjoy the challenge, knowing each day that you've made a positive difference.
  • You enjoy a structured work environment, with policy and procedure guiding your daily tasks.
  • You are self-motivated and possess the ability to prioritise multi-layered high work volumes.
  • You like working autonomously and as part of a team, contributing to a positive customer focused environment.
  • Have a genuine interest in supporting team members

For more information please refer to job description.

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Brisbane City, QLD

Customer Service & Call Centre


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