Customer Service Officer

Responsibilities

• Deliver omni-channel customer service via phone, face-to-face, and digital channels.
• Manage customer complaints, enquiries, and requests regarding Council services and operations.
• Provide accurate, timely, and courteous information to the community.
• Resolve customer interactions using effective questioning, negotiation, and conflict management skills.
• Collaborate with team members and other business units to achieve positive community outcomes.
• Maintain a commitment to social justice and inclusion by providing culturally appropriate support.

Requirements

• Proven commitment to providing high-quality customer service.
• Strong data entry skills and intermediate computer proficiency.
• Knowledge of cashiering processes, including reconciliation and balancing financial transactions.
• Excellent time management, planning, and organizational skills.
• Ability to exercise initiative and solve problems effectively.
• Demonstrated flexibility and resilience to handle task rotation and varying working hours.

Preferred Qualifications

• Experience working in a high-volume contact centre or face-to-face customer service environment.
• Experience using contact centre systems or customer request tracking software.
• Experience in an administrative role with a strong team focus.
• Proficiency in a language other than English relevant to the Hume community.
• A current driver's licence.

Benefits

• Competitive salary package of $77,133 per annum (pro rata) plus Superannuation.
• Professional development opportunities.
• A supportive and inclusive work environment.

About the Company

Hume City Council is one of Australia’s fastest-growing and most culturally diverse councils. We put our community at the centre of everything we do, ensuring our services are efficient, accessible, and inclusive. We are a proud equal opportunity employer committed to providing a safe and diverse workplace where all team members feel they belong.