About the role
As the Senior Customer Service Officer, you will
* Provide high quality advice to customers within a contact centre environment on a broad range of topics, including apprenticeship and traineeship legislation and departmental initiatives and programs.
* Utilise departmental databases and web applications including telephony systems to respond to and record customer enquiries, ensuring it complies with legislation including information privacy and right to information.
* Require strong attention to detail and the ability to analyse and perform data checks prior to processing transactions into departmental systems
What we are looking for
The position requires an applicant who can:
* Provides information and advice via all inbound and outbound customer channels on a range of topics across the department's portfolios.
* Provides a professional service to customers for requests and complaints through effective questioning, negotiation, and conflict management. Take ownership of customer enquiries through to resolution and providing referral services as required.
* Able to work with varying workloads to meet individual and team KPIs and ensure compliance to timeframe requirements, in accordance the Further Education and Training Act
* Processes travel and accommodation payments in accordance with departmental financial guidelines if required.
Refer to the Role Description for a full list of responsibilities and what we are looking for.
How to apply
To apply, please submit the below via the SmartJobs application page:
* Your current resume
* Provide a short statement (maximum 1 page) telling us why you are interested in this role, outlining what your motivation is to join us.
Please ensure you refer to the Role Description 'Interested in applying' section for more information on what to include as part of your application. We're committed to appointing the best-suited person for each role. This includes considering equity, diversity, respect, and inclusion needs within our agency.
We believe that these elements are essential for the success of our team, and we strongly encourage applicants from diverse backgrounds to apply. If you require any reasonable adjustments to fully participate in the recruitment process, please do not hesitate to reach out to the designated contact for the vacancy.
Applications to remain current for 12 months.