Customer Experience Officer TAFE Queensland Brisbane location Brisbane. Salary $63,527 – $71,609 per annum & super up to 12.75%.

Reporting to the Contact Centre Team Leader, the Customer Experience Officer provides an efficient, effective and timely range of administrative services to customers and staff, in accordance with the organisation’s policies and customer service standards.

This is a temporary, full-time opportunity until 30 June 2021 unless otherwise determined. This position is based primarily at our South Bank campus however you may be required to perform work at other TAFE Queensland Brisbane region campuses.

Key responsibilities represent the organisation as the face of TAFE Queensland Brisbane, providing continuous excellence in the delivery of customer service received through a range of modes. Proactively promote the organisation’s range of products and services to increase sales conversions. Coordinate customer service requests and transactions in a contact centre environment, providing general information and professional advice ensuring customer needs are continuously met.

Effectively and efficiently coordinate customers’ requests through effective listening, questioning, problem solving, negotiation and conflict management skills, following business policies and procedures at all times to analyse, respond to and resolve customer enquiries in a timely manner. Lead by example, displaying customer focused behaviours at all times, taking ownership and seeking solutions to resolve problems within level of delegation.

Identify new business opportunities through inbound and outbound channels for the organisation. Ensure information is distributed in a timely manner by contributing to the relationship between the Customer Service Centre and other business units. Achieve individual key performance indicators and participate as an effective team member contributing to the collective achievement of service level and performance targets.

Actively participate as a member of a multi-functional customer service team and contribute to the development of team plans and the collective achievement of service level targets/agreements. Continually develop skills and knowledge through participation in formal and informal training and professional development opportunities, and assist with the delivery of operational training to team members and internal clients.

Ensure customer information is recorded accurately and that maintenance of recording systems provides for the availability of data to meet information, statistical, review, planning and service needs. Provide feedback that may contribute to improved efficiencies or customer satisfaction. Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Focussing on our Customer, Taking Responsibility and Showing Initiative. Live a safety culture, lead by example and support the Health and Safety Management System.

How you will be assessed within the context of the role description above, the ideal applicant will be someone who has the following key capabilities proven ability to deliver consistent, professional quality customer service in a contact centre environment, displaying the ability to elicit and analyse relevant information and provide accurate and timely responses to a range of culturally diverse customer requests.

Demonstrates effective time management skills, including the ability to organise and prioritise work, while displaying attributes of initiative, responsibility and decisiveness to achieve team and individual key performance indicators. Proven ability to build and maintain positive and effective team relationships and contributes to the team success in a high volume, client and sales quality focussed environment, keeping clients informed and treating people with respect and courtesy.

Demonstrates high level literacy and numeracy skills relevant to a contact centre environment, including data entry and the ability to use multiple computerised systems, consistently maintaining a high level of accuracy and meeting quality standards. Demonstrates the ability to communicate information clearly and effectively, displaying high level listening skills with the ability to clarify information and negotiate successful outcomes.

Qualifications/requirements experience in a busy, customer-focussed call centre or similar will be highly regarded. Experience in Sales and eChannel will be highly regarded.