Customer Service Officer

The Opportunity

To provide quality customer service and information to clients and assist in the day to day operation of the Biloela Office.  

About Us

Banana Shire is situated in Central Queensland, Australia located 120 km west of the growing industrial city and port of Gladstone - and an easy drive to the city of Rockhampton.

Our population is approximately 15,000 people spread over 28,577 square kilometres. Major industries in the area include Coal Mining, Power Generation, Beef Production, dryland cropping and irrigation such as Lucerne and Cotton. 

DUTIES AND RESPONSIBILITIES 

• Provide accurate, timely and appropriate information and assistance to customers in all aspects of Council operations including tourist information without referral where possible
• Respond promptly and professionally to incoming phone calls
• Respond promptly and professionally to customers at the counter
• Process customer service requests, complaints, general enquiries and transactions
• Accurately receive, receipt and process applications and provide information for various Council Departments and initiate action as required
• Undertake general administrative duties
• Actively contribute to the ongoing development of Customer Service standards and strategies to demonstrate continuous improvement and best practice in customer service delivery
• Actively participate to the continuous improvement of the Moura Office
• Contribute to the promotion of the image of the Council and the maximisation of good public relations
• Liaise with clients, other Council staff, the public, consultants, utility and government authorities in the performance of duties including providing and obtaining information
• Undertake routine administrative tasks as required by the position e.g. timesheets
• Assist senior staff to continuously improve work processes and develop new practices as required
• Participate in training, exercises and response to disaster management and recovery as required
• Undertake other relevant duties as directed, consistent with skills, competence and training.

QUALIFICATIONS, EDUCATION AND LICENCE REQUIREMENTS 

Compulsory 

• Current class ‘C’ Driver’s Licence.

Desirable

• Qualifications in relevant customer service or business administration considered highly desirable. 

ABILITIES, SKILLS AND KNOWLEDGE REQUIRED 

Compulsory 

• Demonstrated experience in a customer focused role   
• Demonstrated high level customer service and interpersonal skills 
• Proven telephone skills, preferably with experience in high call volumes 
• Proven ability to work effectively in a team environment, handle cash, meet deadlines, maintain confidentiality and establish work priorities 
• Sound negotiation and conflict resolution skills and the ability to work under pressure when dealing with difficult customers in stressful situations
• Excellent understanding of and commitment to EEO and WHS principles and practices.

Desirable   

• High standard of keyboard accuracy and computer skills including word processing, and database software. 

How to Apply