Department of Transport and Main Roads

In the role of Customer Service Advisor, you will work collaboratively with a team to provide a positive customer experience through the delivery of a wide range of products and services to clients through a variety of channels; and support the development of customer service functions by piloting initiatives to improve the customer experience.

As Customer Service Advisor you will use your ability, knowledge and experience to:
• Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions across various customer channels (including phone, online and face to face).
• Deliver government services including licensing, registration and other products, through a variety of communication channels to enable customers to complete their requests in an efficient and effective manner. For example, but not limited to, licencing, deceased estates, vessel registration and a range of other customer services.
• Assess customer needs and provide appropriate information and direction to appropriate service channel, including referring customers to other service specialist and locations, where appropriate.
• Promote, encourage and support customers’ usage of self-service and referral to other services, to support customers efficiently.
• Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery.
• Exercise discretion to suggest improvements to customer service delivery processes and tools and support corporate change initiatives.
• Contribute to ensuring the integrity and accuracy of information through reviewing and authorising transactions to confirm that quality assurance requirements have been met, and transactions have been processed accurately and in accordance with TMR policies and procedures.
• Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives. If required, you may be requested to provide training and mentoring to customer service officers and trainees in customer services, systems and products.
• In the circumstances where the Senior Advisor (Customer Service) is absent for a limited period of time you may be asked to supervise the operations of a customer service centre.

This position reports to the Senior Advisor and has no direct reports.

Applications to remain current for 12 months.

Job Ad Reference: QLD/575233/24

Closing Date: Monday, 15 July 2024


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