Customer Services Officer

About the role

In this role, you will put your passion for customer service to work by supporting the City’s commitment to being Customer First. As one of the first points of contact for our community, you will deliver prompt, professional and customer-focused service, assisting with enquiries and resolving issues across phone, face-to-face and online channels.

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 Hours of work As a casual employee, you can expect to work approximately 2–5 shifts per week, depending on operational requirements and customer demand.

Standard shifts are generally scheduled between 9:00am and 5:00pm, although start and finish times may vary. Shifts may range from a minimum of 4 hours through to a full day. Additional shifts may become available from time to time, including opportunities to work extra days to support business needs. Due to the customer-focused nature of the role, there may be occasions when shifts become available at short notice.

While accepting these shifts is entirely optional, we welcome applicants who are flexible and willing to assist when opportunities arise. Casual employees may also be offered additional hours to provide coverage during periods of annual leave, sick leave, other planned absences, or unexpected staffing shortages. Candidates who are reliable, adaptable, and able to work a variety of days and hours will be highly regarded.

About you

Excellent communication and customer relation skills. Previous contact centre experience (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 centres and our call centre including working outside of normal business hours where required Preferred candidates will be required to undergo a National Police Check and a Working with Children's Check as part of the recruitment process (funded by the City).

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 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 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.

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