Customer Experience Officer

About Us:
On behalf of our client based in Townsville, we are currently seeking for Customer Experience Officers for a 4-month assignment.

Key Responsibilities:

• Ensure a high level of customer service and professionalism is provided to the community and customers by effectively managing customer enquiries, service requests, applications, and transactions across multiple service delivery channels with accuracy.
• Ensure all documentation retrieved and maintained meets record management practices and standards stipulated by Legal Services.
• Deliver an excellent customer experience at the point of contact in a positive, courteous, and knowledgeable manner.
• Promote programs and services to customers including available self-service options.
• Maintain currency of knowledge, services and processes through continuous learning and participation in customer service training programs.
• Identify continuous improvement opportunities and apply judgment and initiative to improve customer satisfaction and the customer experience.
• Act as Subject Matter Expert in at least one area of Services.
• Assist the Team Leader in the development, mentoring and coaching of less experienced staff.
• Form and maintain positive relationships with internal stakeholders.
• Act as a customer escalation point when requested by Team Leader
• Provide relief for the whole range of customer service functions including leadership roles and responsibilities as required.

• Experience working in customer service or records management roles in large and diverse organisation.
• Strong verbal and written communication skills including the ability to organise and communicate information clearly through a variety of customer contact channels.
• High level customer interaction skills developed from experience in a customer contact environment.
• Highly developed skills in administrations, cashiering and computing, including keyboard accuracy.
• Proficient in the use of the Microsoft Word and Excel
• Minimum 2 years’ experience working in administration or operations in Local Government. (Desirable).
• Strong knowledge of customer contact systems and customer request systems. (Desirable).
• Knowledge of call centre metrics and demonstrated ability to apply improvement strategies.
• Proficient in the use of the Microsoft Office Suite.
• High level problem solving and negotiation skills in dealing with escalated customer enquiries and complaints in a constructive manner.
• Current “C” class drivers’ licence.

• ASAP Start date
• 4 Month Assignment
• Multiple locations
• $47.61 / hour + super