Customer Experience Officer

The City of Monash is a dynamic organisation committed to providing excellence in service delivery. Located in the eastern region, Monash is a cosmopolitan and culturally diverse city, close to the demographic centre of Melbourne.

As part of a proactive & cohesive team, this role aims to provide a positive Customer Experience for our community and stakeholders. 

About the Role:

The role is suited to a highly motivated individual who has the drive and passion to continually exceed the customer’s expectations. You will have previous experience in a direct customer role, including a high volume contact centre environment, (including Live Chat), front counter enquiries, cashiering & administrative tasks. You will have a clear understanding of what it takes to deliver a warm, genuine and efficient level of service and have a demonstrated ability to achieve results in a fast-paced environment.  Equally important is the ability to work in a team environment where you are willing to support and encourage your colleagues.  To compliment this, you will have a desire to want to make a difference.

The successful candidate will have:

• A commitment in consistently delivering high quality Customer Experience.
• Ability to respond to a diverse range of queries and concerns.
• Contact Centre experience (essential)
• Cash handling and EOD balance functions.
• Proven ability to achieve results & meet set KPI’s.
• Be proactive and committed to working in a busy and dynamic team environment.
• Excellent communication skills
• Excellent Interpersonal & negotiation skills
• Extensive experience in applications, such as Infor Pathway, Microsoft package, (including Weave mapping system)

To be considered, you must attach a separate document addressing the Key Selection Criteria found in the Position Description.

Additional requirement:

The position will be across core hours Monday - Friday & will rotate through both sites within the municipality.

What We Offer:
As a City of Monash employee, your personal and professional development is a key focus. You will have access to a vibrant health and well-being program, flexible working arrangements and training opportunities.

How to Apply:
Please submit your resume along with a cover letter outlining your experience and how it relates to the role.

Applications are currently open, with a closing date of Sunday 19th May 2024 at 11:55pm.

Enquiries:
If you would like to discuss this role further, please contact Lachlan MacDonald on 9518 3555 or at ***************@monash.vic.gov.au

Monash Council values flexible working arrangements and embraces workplace diversity, inclusion and equity.

We are committed to being a safe working environment and require a COVID-19 vaccinated workforce.