Job description
- Location: Lismore – 100% office based
- Pay Rate: $36.11 per hour + super
- Hours: Monday – Friday, 7 hrs a day, 35 hrs per week (between 9AM and 5PM)
- Duration: ASAP - 30/06/2025
Primary Purpose of the Role:
If you are passionate about working in a customer centric team, delivering positive face to face customer service experiences and enjoy working in a fast-paced environment, this could be the right role for you. You will interact with customers completing timely, efficient, transactions and provide information and guidance on accessing a range of services. You will also be comfortable working to KPI’s achieving individual and team goals.
Key Accountabilities:
- Create a positive relationship in all customer interactions across a range of interaction channels, maintaining a professionally courteous and friendly manner in line with Service Level Agreements to ensure customer satisfaction as a priority
- Provide accurate, effective and high-quality customer service consistent with the Agency’s vision, mission, values, practices and procedures to ensure optimal service delivery and a positive customer experience
- Research, analyse and resolve enquiries from a variety of channels including electronic/digital, phone and/or face to face to resolve enquiries in a timely manner or transfer to an appropriate channel/s for effective resolution
- Acknowledge, accurately record and resolve customer complaints and escalate unresolved and complex issues through appropriate channels to ensure timely and effective outcomes for customers
- Provide advice & assistance to build customer capability regarding products and services
- Perform administrative activities, including the creation and update of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery
- Contribute to improvement initiatives by identifying opportunities and proposing new ideas to improve the efficiency of work processes and support a continuous improvement service delivery environment.
About You:
- You have customer service experience (whether in call centres, administration, or retail)
- You possess exceptional written and verbal communication skills.
- Previous experience in a government role is preferred, but not essential.
- You have a background working in an office environment.
- You have intermediate computer skills, including typing, using a mouse and monitor, and maintaining strong email etiquette.
- You are proficient in the Microsoft Office Suite, particularly Outlook and Teams.
- You are technically adept and able to quickly learn new software; specific systems will be taught.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
