Customer Service Officer

Location Robina
Discipline Customer Service/Sales Support
Job reference 159656
Salary Up to AU$24.54 per hour

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 Responsibilities

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


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.