Customer Service Officer

at  Hume City Council

JOB DESCRIPTION

• Temporary Full Time (Parental leave cover)
• $73,776 per annum
• Work across the Hume Municipality
  Hume City Council is one of Australia’s 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 Council’s customers.

WHAT YOU’LL BE DOING:

• Deliver customer service from any frontline touch-point of the contact centre to deliver an omni-channel experience. This will include phone, face-to-face and online/digital channels, and rotation between customer contact centres within Hume City.
• Efficiently and effectively manage complaints, enquiries and requests on all of Council’s services and operations.
• Provide accurate, timely and courteous information and assistance to customers in all aspects of Council operations.
• Deliver a proactive and analytical approach to resolving customer interactions through effective questioning, negotiation, and conflict management.
• Perform cashiering duties, receipting & balancing of cash float ensuring that there are no discrepancies at the end of day.
• Contribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customers.
• Develop positive and collaborative working relationships with other business units of Council to achieve positive outcomes for our customers.
• Maintain a strong commitment to social justice and inclusion, by providing respectful and culturally appropriate support to customers from culturally and linguistically diverse backgrounds, and people of all abilities.
• Facilitate the use of Council’s multilingual communication services to assist customers in their preferred language.
• Undertaken appropriate clerical and administrative tasks associated with customer requests and applications.

THE SKILLS AND EXPERIENCE YOU’LL BRING TO THE ROLE:

• Demonstrated ability to utilise customer service and contact centre software applications including Telephony, Knowledge Management, Customer Management and/or Request tracking systems.
• Able to provide a high level of customer service in a multiskilled contact centre environment and face-to-face environment.
• Experienced at problem solving and able to employ empathy, good judgement, and flexibility to meet customer needs.
• Sound understanding of how to work with customers from culturally and linguistically diverse backgrounds.
• Ability to manage challenging customer conversations including customer complaints and feedback consistent with organisational policies, procedures, and values.
• Proficiency in a language other than English, relevant to Hume City’s community, is highly desirable.