Customer Service

at Osborne Richardson
Published May 10, 2023
Location Melbourne, Australia
Category Customer Service  
Job Type Full-time  


Customer Service Osborne Richardson location Melbourne.

Government recruitment specialist Osborne Richardson, are proud to bring exciting roles to market and these amazing positions are no exception. Our Local Government Clients located across Melbourne are looking for multiple Customer service officers to join their team. These fantastic contract positions offer an immediate start with a range of employment periods and hours to best suit your needs and current circumstances. Huge opportunities to extend and progress with these Organisations.

If you are interested in getting into the Government sector or are wanting to advance your skillset in another Government environment, these roles are for you. You will contribute to a range of services that the Council offers and be part of a motivated and family-friendly team.

Responsibilities familiarity with common social media platforms, with the ability to monitor customer and third party agency activity, and proactively respond to issues raised. Identifying improvement opportunities both personally and for the department, using initiative to act upon them in an appropriate, timely and transparent manner.

Actively participate in the creation of an environment of continuous improvement through the identification of process/procedure improvements and identifying ways of exceeding customer expectations. Ability to source information quickly from Council’s Internet and Intranet sites, external web, and other information sources, through the use of search criteria and meta data.

Ability to navigate the CRM and mapping systems quickly and effectively to undertake tasks such as lodging customer requests, registering lost animals and responding to rate enquiries. Resolve all enquiries/requests to the greatest capacity possible at the first point of contact using appropriate information resources and contacts.

Accurately record and direct messages to internal staff members via verbal and/or written means enquiries that need to be referred, applying professional call transfer and hold techniques where required. Effectively and independently communicate important issues to key internal stakeholders and direct management, using sound judgement and initiative.

Liaise with other departments and/or agencies to follow up customer queries in a timely manner, maintaining high levels of service to internal customers. Accurate real-time lodgment of customer requests on the Customer Request Management (CRM) system, ensuring all relevant information is captured, questionnaires are completed, correct category selected, and all relevant systems have been referred to.

Contribute to the creation and maintenance of Customer Service knowledge resources, through actively contributing ideas and findings to the Customer Service Knowledge Base Admin Group and other knowledge programs. Accurately maintain and collate daily statistical data relating to customer contacts, where required.

Confidently and competently operate call centre telephony, demonstrating appropriate call handling techniques and customer request management processes. Competently maintain electronic data and manual records systems, web-based systems, including internet customer request systems.

Key selection criteria previous Contact centre experience within a Government Organisation or reputable Company. Excellent communication skills. Intermediate Microsoft office skills. Maintain and update information systems.

Our clients have an excellent track record of valuing and recognising their staff for their efforts!  You will have the opportunity to join departments who is devoted to providing exceptional service through strong teamwork and commitment.