Customer Support Officer

Overview

Join to apply for the Customer Support Officer role at Department of Customer Services, Open Data and Small and Family Business .

At the Department of Customer Services, Open Data and Small and Family Business (CDSB), we are dedicated to enhancing customer services for Queenslanders, empowering small and family business owners, and delivering innovative, efficient government services and support.

The QSS Customer Support team is the first point of contact for Queensland Government employees, providing essential support across payroll, recruitment, finance, telecommunications, and associated system applications. Operating in a high-volume service centre, our team is committed to delivering exceptional customer service through both phone and online channels.

We foster an inclusive workplace culture and will support you to grow and develop in your career while maintaining a healthy work-life balance.

Responsibilities

• Respond to phone and online enquiries and requests in a high-volume customer service environment and escalate as appropriate.
• Maintain and prioritise daily workloads by resolving enquiries / incidents and escalate as appropriate within service agreement timeframes.
• Assess customer needs and retrieve relevant information from knowledge-based articles and provide an appropriate response.
• Recommend improvements to standard work practices and updates to knowledge base articles to maintain quality customer support.
• Consult and liaise with internal and external stakeholders to ensure the delivery of quality customer support services.
• Build and maintain relationships with team members by sharing information to assist with enquiries and promote a positive teamwork culture.

Note : Due to this role having access to sensitive data, a criminal history check will be undertaken prior to appointment to the role.

Please note this is an ongoing recruitment process where vacancies will be filled progressively as they become available.

Applications will remain current for a period of 12 months.

Details

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