Customer Service Officer at City of Greater Geelong

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Full Time

Start Date

Immediate

Expiry Date

31 Aug, 26

Salary

46.67

Posted On

02 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relations, Communication Skills, Contact Centre Operations, Office Equipment Proficiency, Money Handling, Reconciliation, Adaptability, Problem Solving

Industry

Government Administration

Description

About the role Our customer service officers support the City's strategic pillar of 'Customer First'. This position provides prompt and customer focused service as the first point of contact for enquiries and complaints. Our customer service team support customers over the phone, in person and online. Key responsibilities include: * Provide our customers a proactive and seamless customer experience by meeting their transactional needs and providing service knowledge and expertise * Educating and supporting our customers to become comfortable and familiar with Tier 0 (Online) services * Assist all customers with initial enquiries and where necessary refer customers to specialist support for Tier 2 (Managed support) services * Facilitate conversations and initiate processes (eg – accessibility parking permits) on behalf of other government agencies and third-party providers * Work in a fast-paced environment and carry out a variety of duties through being flexible and adaptable to meet customer needs. As a casual employee, you can expect to receive approximately 3–5 shifts per week, depending on business demand. Hours of work * Standard shifts are 9:00am – 5:00pm Due to the nature of customer service delivery, you may occasionally be asked to work at short notice. While accepting short‑notice shifts is optional, we are particularly keen to hear from applicants who are flexible and willing to support the team when these needs arise. During periods where permanent part‑time and full‑time staff are on annual leave, sick leave or other planned leave, casual employees may be asked to provide additional coverage. At times, this may include short‑notice requests to attend work due to staff shortages or unplanned leave. Applicants who are reliable, adaptable and willing to assist with leave coverage will be well‑suited to this role. About you Essential Experience: * Excellent communication and customer relation skills. * Previous experience within a contact centre (desirable) * Demonstrated experience and skills in customer service. * Ability to use modern office and computer equipment including keyboard skills. * Experience in the handling and/or reconciliation of monies. * Flexible and available to work across our 3 customer service centers and our call center including working outside of normal business hours where required If this sounds like the role for you, then click apply now! A career with us We’d love for you to continue your career with the City and set the benchmark for a sustainable, inclusive and culturally safe workplace. With a range of benefits, flexible working options, learning and development opportunities, support services and the opportunity to give back to the community, the City has so much to offer! Click https://www.geelongaustralia.com.au/employment/article/item/8d1155a0d84344d.aspx [https://www.geelongaustralia.com.au/employment/article/item/8d1155a0d84344d.aspx] to view all the benefits to you working at the City. We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process. Applications and Enquiries Click the Position Description link to view more information about this position. Enquiries: Ash Moore | Team Leader- Contact Centre | Ash.Moore@geelongcity.vic.gov.au [Ash.Moore@geelongcity.vic.gov.au] Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au [careers@geelongcity.vic.gov.au] noting your preferred method of communication and contact details and a member of the team will be in touch. We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared.

Responsibilities

Act as the first point of contact for customer enquiries and complaints across phone, in-person, and online channels. Support customers in using online services and facilitate processes for government agencies and third-party providers.