Job description
Customer Service Representative
Government Sector
6 month Contract - Based in Penrith
OverviewThis is an exciting opportunity to join a dynamic and customer-focused government environment committed to delivering high-quality services to the community. Youll be part of a team that champions digital adoption, supports customers with online technology, and helps streamline access to essential services.
Description
As a Digital Customer Service Representative, you will be the first point of contact for customers seeking assistance with digital and online services. Youll guide users through digital platforms, resolve enquiries, manage complaints, and ensure every interaction is handled with professionalism, accuracy and empathy. Your support will play a vital role in increasing digital uptake and enhancing overall customer experience.
Key Responsibilities:
1. Deliver exceptional customer service across all interactions to create positive digital experiences.
2. Provide support and guidance to customers using online and self-service technology.
3. Manage and resolve customer complaints relating to complex agency transactions, escalating unresolved matters where required.
4. Maintain accurate records and follow privacy, security and legislative requirements at all times.
5. Monitor digital usage in service centres and proactively encourage the adoption of digital services.
6. Maintain current knowledge of organisational procedures, systems and service standards to support effective issue resolution.
7. Direct customers to appropriate escalation channels for out-of-scope queries or transactions.
8. Contribute to continuous improvement by identifying opportunities to enhance processes and service delivery.
Profile
To be successful in this role, you will have:
9. Previous experience in customer service or service centre environments, preferably in high-volume settings.
10. Strong communication and interpersonal skills, with the ability to support customers of varying digital literacy levels.
11. Confidence navigating multiple systems and guiding customers through digital tools and processes.
12. High attention to detail and a commitment to accuracy and service excellence.
13. Resilience and professionalism when managing complex, sensitive or challenging customer situations.
14. A proactive, solutions-focused mindset and a genuine passion for helping others.