Customer Service Officers (CSOs) respond to a range of call enquiries in order to assess customer needs, determine payment entitlements and discuss obligations required to maintain services. CSOs are also responsible for assisting clients with the set-up and use of automated and digital solutions available across a range of Government programs and services.
Key Resposibilites
Handle enquiries using appropriate telephone manner
Complete proof of record ownership (PORO) as appropriate
Actively listen to enquiries and assess Customer needs, requirements, entitlements and obligations utilising Operational Blueprint (OB) and internal guidelines
Advise Customers on legislation, policy, procedures, payments and services
Assist Customers to access, navigate or interpret services and where appropriate actively promote, demonstrate and refer Customers to self managed and digital services
Determine and facilitate payments to Customers
Facilitate recovery payments made by Customers
Ensure the enquiries of Customers who are potentially vulnerable, in distress or who have accessibility issues are escalated through formal channels
Provide advice, procedural guidance and on-the-job support to other service officers as required
Resolve routine customer complaints, and escalate complex complaints
Follow up customer calls where required
Ensure records of calls and/or data entry, including customer details, is accurately recorded in relevant databases
Complete processing duties as required
All other duties as directed within the scope of skills and training
Requirements
Proof of Australian citizenship
Achieve and maintain relevant client clearance and approvals in order to work on the Account
Demonstrated ability to communicate in an effective way to build relationships and gain understanding of the customer's needs
Demonstrated cultural competence and an understanding of diversity and cultural sensitivities
Ability to interpret, evaluate and make sound decisions using appropriate judgement
Ability to respond appropriately to customer aggression and/or inappropriate behaviour
Demonstrate relevant computer literacy skills, and the ability to type effectively using word processing software
Ability to participate in regular training of service delivery changes to maintain knowledge and skills
Ability to work in a dynamic environment and collaborate with colleagues
Experience in a customer service environment highly desirable
Experience in using customer relationship management (CRM) software highly desirable.
