Customer Resolutions Assistant
vor 1 Monat
Organisation: Department of Transport and Planning
Occupation: Customer Service/Call Centre
Reference: 6196
About the RoleOngoing – Full time The Customer Resolution Assistant will respond to customer enquiries in accordance with business rules and standards to ensure road user feedback is responded to in a timely manner.
The role will work with others to respond to customer issues around Maintenance, Hazards and Abandoned Vehicles to deliver the best possible outcomes for customers within the expected timeframe.
The role will balance multiple day to day activities ensuring quality is upheld and performance targets are met.
Exercise professional judgment to respond to external customer enquiries in accordance with process, systems and standards, under general supervision.Exercise judgment to deliver the road hazard management function for the state, including timely responses to comments and feedback from road users and the community regarding road condition and any safety concerns.Perform the task of organising the removal and/or disposal of abandoned vehicles in accordance with established policy, processes and legislation.Contribute to changing work processes where necessary to ensure efficient information and management systems are in place.Under general supervision, perform duties while providing a high quality of customer service and meeting performance targets and assist colleagues with work as required.KEY SELECTION CRITERIA The ideal candidate will demonstrate a strong customer focus by understanding client needs and identifying opportunities for service improvement, possess critical thinking and problem-solving skills to resolve issues effectively, exhibit excellent interpersonal skills by interacting politely and professionally, contribute to innovation and continuous improvement by delivering high-quality outcomes even under pressure, collaborate well with others to achieve team goals, and show resilience by remaining open to new ideas, maintaining discipline, and not giving up easily when faced with challenges.
QUALIFICATIONS AND EXPERIENCE: Experience in Customer ServiceExperience with computer applications Microsoft suiteExperience relevant to the capabilities of the roleAbility to interpret government policy and legislationWhat we offer Meaningful work making Victorian communities more accessible and liveable.Professional growth and development opportunities across the department and the wider Victorian Public ServicesA hybrid working model focused on collaboration and teamworkOptimal work-life balance initiatives including flexible working arrangementsOpportunity to work across multiple urban and suburban hubsWe prioritise the development of a safe and inclusive cultureCulture ValueWe are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds.
At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction.
This empowers our employees to effectively contribute to our goals.
How to Apply Non-DTP Employees (Including VPS outside of DTP) Create an account by clicking the 'Apply' button and follow the prompts.
For help, click here for Quick Reference Guide.
Applications close at 11:59PM on Sunday 15 December 2024. Please include a resume and cover letter.
All applications must be submitted through the online portal.
We're unable to consider email or manual applications.
For more information, contact Nicole Walker, Team Leader Customer Resolutions via . Preferred applicants will need to complete a police check and other pre-employment checks.
Your information will be treated confidentially.
If you require additional adjustments across the recruitment process or accessible formats of this ad, please contact us by phone or email.
Job type:Ongoing - Full Time
Job classification:VPSG2
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Customer Resolutions Assistant
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