Client Services Officer

at  QLeave

Your opportunity
We are looking for multiple Client Services Officers to join our Client Services team. Conveniently located in Northgate Qld, the team at QLeave operates out of well-appointed offices with free on-site parking.
You will be working on a rotating roster between the hours of 8:00am-5:30pm Monday to Friday. Work from home will be an option once you are fully trained.
You will play a critical role in servicing inbound enquiries. Every call you take will be a unique experience, one driven by ensuring we deliver exceptional customer service. One moment you could be handling calls related to a worker’s service credits or payments and the next you’ll be emailing an employer to confirm details.
Don’t stress about needing to know the ins and outs of our portable long service leave schemes, we will get you up to speed with this in training. The main thing is that you are eager to learn, then can retain and relay the information correctly.

Your contributionUsing your understanding and experience in customer service, you will:

• provide accurate and timely advice to customers about QLeave’s role and the services that we provide
• communicate with customers and colleagues via phone, email and face-to-face in a clear and professional manner
• interpret legislation and apply policies and procedures to provide an informative, consistent and high level of customer service to workers and employers
• encourage customers to contact QLeave via digital channels and guide them through online processes
• work in a team environment and provide support and training to other team members
• process customer client requests, record issues, detailed file notes and accurate registers of customer information.
• work according to schedules and be responsible for allocated tasks, adhering to scheduled times.

This position reports to the Client Services Team Leader and has no supervisory responsibilities.
What we are looking for
QLeave appointments are based on identifying the eligible person best suited for the role and will be assessed by looking at what you have done previously, the knowledge, skills and experience you have built, your potential for development, and your personal qualities.

• Communicate with internal and external stakeholders
• Demonstrate your dispute and resolution strategies
• Deliver exceptional and engaging customer service to our workers and employers
• Build rapport and convey empathy over the phone
• Work towards KPIs and targets
• Adapt to change - change is positive and is what keeps us moving in the right direction
• Learn new systems
• Work in a team, while being motivated to succeed and meet your own performance goals
• Proactively approach potential issues and use your problem solving skills
  Prior practical experience in a call centre or client services role will be favourably regarded.