Customer Experience Officer
Vor 3 Tagen
TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training provider in the State.
For more than 140 years, TAFE Queensland has delivered practical and industry-relevant training to provide students with the skills and experience they need to build lifelong careers.
TAFE Queensland has been named the Large Training Provider of the Year at the prestigious 2023 Australian Training Awards.
Our training is delivered to students and apprentices on-site, online, in the workplace, or on-campus to give people the skills they need to enrich their communities, support their industries, and strengthen their local economies.By working at TAFE Queensland, you can be part of a highly experienced workforce closely connected with their industries and dedicated to delivering best practices and innovative training.As the Customer Experience Officer you will:Engage with internal and external customers and provide excellent customer service and support across a variety of communication channels (phones, emails, text, web e-forms, counters, and web chat).Contribute to the effective and efficient functioning of our organisational processes, activities and mechanisms that directly impact our customer experience and satisfaction.This position reports to the Workforce Manager, Customer Experience.There are currently two temporary opportunities available until 29 June 2025 and February 2026.Flexible TAFE Queensland campus working opportunities will be available.Key ResponsibilitiesRepresent TAFE Queensland as a main point of contact for customers, providing continuous excellence in the delivery of customer service by building rapport and relationships with each customer.Engage with customers across various modes of communication, providing precise and comprehensive information about our diverse range of courses, programs, and services.Proactively promote the organisation's range of products and services to increase awareness and generate new business opportunities.Handle customer service requests, complaints and transactions effectively and efficiently, always ensuring customer satisfaction.Deliver efficient, effective, and timely administrative services to customers and staff, adhering to TAFE Queensland's policies and customer service standards.Contribute to a positive team environment, working towards achieving individual and team targets and enhancing the overall customer experience.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 customers.Maintain accurate customer records and ensure computerised data systems are up to date, providing reliable information for statistical analysis, reviews, planning and service delivery.Ensure day to day activities align with business operations and assist managers through overseeing the operation of day-to-day activities and communicating regarding locational operational needs.Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Showing Initiative, Focusing on our Customer and Taking Responsibility.How you will be assessedThe ideal applicant will be someone who has the following key capabilities:Proven ability to deliver consistent, professional quality customer service, 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, customer and sales quality focussed environment, keeping customers informed and treating people with respect and courtesy.Demonstrates high level literacy and numeracy skills, 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 and interpersonal skills with the ability to clarify information and negotiate successful outcomes.Demonstrates a high level of troubleshooting abilities, displaying a positive attitude towards finding a solution.Highly Desirable RequirementsProven experience in a customer service role, preferably in complex, highly compliant driven industries using computerised systems for processing customer accounts and maintaining customer information.Ability to handle customer service requests and complaints effectively across various communication channels (face-to-face, telephone, email, webchat, text, counter and customer portals).How to applyIf you're interested in this role, click the 'Apply' button to submit your application via the TAFE Queensland Recruitment Portal.
When submitting your application, please ensure you provide the following:An up to date resume;A cover letter that outlines your interest in this position;The contact details for two referees (one of whom is your current supervisor).Closing date: 11:59pm, Sunday 19 January 2025.Job Reference Number: TQ2024-1431For further information, please contact:Suzy Alvisio, Workforce Manager, Customer Experience ****** informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
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