Customer Service Representative

Description:

About us The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.
About the role The Galkangu GovHub was opened in June 2023 and was built with the intention to revitalise the region and deliver new economic and career opportunities to the community.
The GovHub incorporates multiple Victorian government departments and agencies and the City of Greater Bendigo, and includes open plan office accommodation, collaboration spaces, shared meeting rooms, shared ICT infrastructure, carparking, employee facilities (e.g. breakrooms; end-of trip facilities), all within the one building.
The Customer Service Representative will provide day to day operational support to the Occupants of the building and assist them to utilise the shared spaces, and ensure they experience a high-quality service experience.
About you
To be considered for the role, you must be able to demonstrate:
* Previous experience in a professional customer service role with a track record of effectively managing customer queries and complaints; ideally in a service delivery environment.
* Effective communication skills and ability to adapt style according to the requirements of each unique customer.
* Ability to effectively assess customer needs and demonstrate sound judgement in providing advice through applying relevant policies, guidelines and processes.
* Experience proactively dealing with a broad range of customers where you effectively managed competing demands to efficiently achieve positive customer outcomes; in line with broader organisational goals and priorities
* Proven ability to thrive in a fast-paced change environment, including demonstration of a team oriented, flexible, and pro-active approach to customer service.
Key accountabilities
* Provide information and assistance to visitors to the GovHub as a point of contact.
* Assess client needs and respond to queries about ACLS services (accommodation, libraries, carpools) to support an integrated and seamless delivery.
* Deliver a consistent service experience to all clients, and maintain up to date knowledge of ACLS services, teams and associated processes to be able to direct clients competently on how to access services or raise/escalation issues/complaints.
* Assist and educate clients to accurately log in-bound service requests in specified systems.
* Assist clients with meeting room bookings including set up and pack up of rooms.
* Assist with ordering and maintaining consumables for shared spaces
For specific responsibilities please review the attached position description.
This position is only open to applicants with relevant rights to work in Australia.
How to apply
Apply before the advertised closing date 11:59pm on 6th April. All applications should include:
* a resume; and
* a cover letter which addresses the key selection criteria (within three pages)
In accordance with the Jobs and Skills Exchange Policy, Victorian Public Service employees are required to apply via the JSE for primary consideration access.
Other relevant information
The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.
Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.
DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.