Customer Service Advisor

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

As The Customer Service Advisor, You Will

Receive, respond and action requests for Digital Customer (SSQ) stakeholders, using multiple channels and resources, to ensure timely and accurate service delivery while maintaining compliance with quality and service standards guidelines.
Undertake administrative activities including transactions, requests, referrals and processing tasks, for Digital Customer (SSQ) customers in line with quality and productivity standards.
Deliver quality customer service in line with first call resolution, control and adherence policies, to deliver cost effective service delivery.
Look for opportunities to participate in, and contribute to internal innovation activities and working groups, to ensure continuous improvement and the delivery of effective and efficient operations.
Respond and interact professionally, consistently and courteously with Digital Customer (SSQ) stakeholders, to ensure Digital Customer (SSQ) and Queensland Government services are positively promoted.
Look for opportunities to participate in learning and development initiatives, to improve own skills and knowledge to ensure the ongoing growth and development of Digital Customer (SSQ).
Support and contribute to development and change initiatives within the contact centre environment, to foster a positive culture of growth, continuous improvement and development.