Customer Service Officer - Call Centre

Customer Service Officer - Call Centre

Mackay Regional Council is seeking an experienced Call Centre Customer Service Officer to join our dedicated Customer Service team. This role offers an exciting opportunity to contribute to our community-focused organisation.

Key Responsibilities:

• Act as the first point of contact for customer enquiries and general Council support.
• Deliver proactive and professional customer service in a dynamic, fast-paced environment.
• Strive to resolve customer calls at the first point of contact.
• Log customer requests using the Pathway system.
• Manage records and databases in the Council’s electronic record management system, ensuring accuracy, integrity, and confidentiality.
• Maintain consistent and high-quality service standards.
• Respond to customer enquiries promptly and accurately through various communication channels.
• Manage personal work performance to meet set objectives.
• Treat every customer with empathy and understanding.
• Provide ad hoc administrative support as required.

Key Requirements:

• Qualifications in Business, Business Administration, or related fields.
• Strong communication and interpersonal skills.
• Proficiency in computer applications and office software.
• Ability to multitask and prioritise effectively.
• Knowledge of local government services is advantageous.
• Display tact, discretion, and integrity in handling confidential and sensitive information.
• Previous experience in customer service or call centre roles is beneficial.

What We Offer:

Mackay Regional Council offers competitive remuneration packages, including an attractive salary, flexible hours, employee benefits, and opportunities for training and development.

In return for your valued contribution, you will be rewarded with;

• Base annual salary $74,750 + allowances as applicable
• Up to 18% superannuation (conditions apply)
• Choice of 4 or 5 weeks’ annual leave with 17.5% leave loading
• 9 Day Fortnight roster
• May be eligible for salary sacrificing options
• Membership to lifestyle benefits program including corporate discounts
• Study and assistance programs for career development
• Learning and development opportunities
• Employee Assistance Program
• Employee health and wellbeing initiatives

How to Apply:

If you are enthusiastic about delivering exceptional customer service and are looking to make a positive impact in your community, please submit your application, including a cover letter and resume, by 2nd May 2024.

For more detailed information, please review the position description available in the download section of this vacancy, visit: https://vacancies.mackay.qld.gov.au/MRC_ER/VacancyDetails.aspx?vdtnumber=6202

Join our team and help us make a difference in Mackay!

We are an Equal Employment Opportunity (EEO) employer, where all applicants are treated fairly and respectfully and have equal access to all available opportunities. At Mackay Regional Council, diversity is about creating a respectful and inclusive workplace that recognises our employees' unique contributions and perspectives, working together to deliver extraordinary results.

Discover more about the Mackay Region https://www.discovermackay.com.au/