,

Customer Experience Officer (VPSG2)

Job posted: 10/09/2021
Applications close: 24/09/2021 (Midnight)
4 days remaining

4 days remaining

Job Description

Location: Western Region | Ballarat

Job type: Full time

Organisation: Service Victoria

Salary: $54,755 - $70,315

Occupation: IT and Telecommunications

Reference: VG/1565876

Reference: VG/1565876

Occupation: IT and Telecommunications

Salary Range: $54,755 - $70,315

Work location: Western Region | Ballarat

Digital Customer Support team in Service Victoria is responsible for providing support to the Victorian public, agencies and Victoria Government departments for transactions provided by Service Victoria. The Digital Customer Support team delivers overall business support through ensuring exceptional customer and agency services, provisioning internal and agency accesses, providing subject matter expertise on all areas of supported government transactions, and ensuring digital service delivery through transaction testing, monitoring, incident management, and enhancements. Our mission is to provide extraordinary support by applying Service Victoria's customer experience principles that strengthens citizen preference for Service Victoria for government services. We aim to have appreciative citizens & agencies that consider us a valued partner. As part of this team, this role offers the opportunity for the right candidate to make a significant contribution to high customer satisfaction standards by supporting customers and agencies with their digital journey on the Service Victoria platform, and delivering continuous service improvements in a multi-channel support environment.

The opportunity 

Digital Customer Support team in Service Victoria is responsible for providing support to the Victorian public, agencies and Victoria Government departments for transactions provided by Service Victoria.  The Digital Customer Support team delivers overall business support through ensuring exceptional customer and agency services, provisioning internal and agency accesses, providing subject matter expertise on all areas of supported government transactions, and ensuring digital service delivery through transaction testing, monitoring, incident management, and enhancements.   

Our mission is to provide extraordinary support by applying Service Victoria's customer experience principles that strengthens citizen preference for Service Victoria for government services. We aim to have appreciative citizens & agencies that consider us a valued partner. 

As part of this team, this role offers the opportunity for the right candidate to make a significant contribution to high customer satisfaction standards by supporting customers and agencies with their digital journey on the Service Victoria platform, and delivering continuous service improvements in a multi-channel support environment. 

 

Your responsibilities 

The core responsibilities of the Customer Experience Officer include: 

  • Deliver outstanding customer service by supporting customers across multiple digital and voice channels, including online/live chat, telephony and email

  • Work within a dedicated team supporting Service Victoria customers and key Government Departments/Agencies through web chat, case management, outbound calls (where required) , testing, training and email correspondence. 

  • Perform applications on behalf of customers via our Offline Channel facility. 

  • Perform document verifiction and identity verification on behalf of customers using our Offline Verification services 

  • Perform data entry with a high level of accuracy and attention to detail. 

  • Ensure that the digital support needs of Service Victoria customers and other key stakeholders are met in a timely, effective and efficient manner.  

  • Triage, catalogue and follow the support escalation process through to third party providers and other internal Service Victoria teams where necessary. 

  • Support onboarding of new transactions by acting as subject matter experts for customer support processes, and agency business and compliance requirements, administer user acceptance testing, production verification testing, and other tasks as required. 

  • Support continuous improvements of virtual assistant content based on experience from customer interactions 

  • Contribute to building and maintenance of a procedural knowledge base and training materials. 

  • Support business and agency user administration by assisting with service requests for Service Victoria business application and corporate application systems  

  • Other ad-hoc tasks as required 

  •  

What we are looking for (Key Selection Criteria) 

  • A ‘customer centric' approach – You are passionate about exceptional customer service, demonstrating the ability to positively relate and provide friendly and helpful support with a strong undestanding of privacy and data security policy. 

  • Service Excellence - Demonstrates a customer first culture and ensure customer expectations are met or exceeded by taking ownership of assigned cases/tickets and striving to track, follow up, and resolve them in a timely manner. 

  • Communication skills – Demonstrates exceptional and empathetic verbal and written communication skills while addressing customer support challenges.  

  • Problem Solving – Ability to seek information needed to solve problems, inspire trust by treating all individuals fairly, identify and proposes practical solutions and act in a manner that is consistent with the the VPS code of conduct 

  • Accuracy – Applies high level of detail and accuracy to customer data entry and communications, demonstrates understanding of the importance of data integrity and reporting 

  • Technical Skills – Ability to operate a customer relationship management and webchat system, and use a wide range of software applications 

 

Desired Skills & Qualifications 

  • Previous experience in a customer support-related role supporting multiple communication channels, including live chat and phone support 

  • Experience in customer relationship management (CRM) tools (Salesforce experience would be highly regarded) 

  • Previous experience utilising Office 365 programs such as Word, Excel etc  

Customer Experience Officer (VPSG2)

Job type:

Full time

Job classification:

VPSG2

Contact:

Shona Scandlyn | recruitment@service.vic.gov.au

Customer Experience Officer (VPSG2)