customer service officer

Customer Service Officer
Pay rate : $46.99 ph + super
FT hours role
Melton location
ASAP Start until 18th December 2026 with potential for further extensions

Key Responsibilities

• Deliver outstanding service across counter, phone, and digital contact channels.
• Process over-the-counter payments, handle floats, perform daily reconciliations, and manage cashiering duties.
• Serve as a key liaison between the public and Council staff, accurately logging customer service requests into corporate systems.
• Adapt quickly to continuous service updates by staying informed via Council systems, intranet, and knowledge bases.
• Handle complex or basic enquiries independently, applying sound judgment to manage challenging or high-pressure situations appropriately.
• Role model Council's customer service standards and support team leaders in training fellow Customer Support Officers.
• Maintain strict privacy, confidentiality, and Occupational Health & Safety (OHS) standards.

What We Are Looking For

• Qualifications & Experience: A post-secondary qualification with relevant experience, or lesser qualification paired with strong, high-level customer service experience.
• Technical Skills: Sound computer literacy with proven experience navigating administrative systems, CRM platforms, and call center technologies.
• Communication & Adaptability: Excellent interpersonal and comprehension skills, with the ability to tailor communication for customers from diverse backgrounds, including individuals with disabilities and Culturally and Linguistically Diverse (CALD) communities.
• Problem-Solving & Multitasking: Demonstrated ability to manage competing priorities, handle accurate cashiering duties, and work effectively under minimal supervision.
• Desirable: Fluency in a language other than English to assist with low-level interpreter/translation support for our community.
• Local Council Experience is highly desirable.