Customer Experience Officer

About TAFE Queensland
TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training provider in the State. For more than 140 years, TAFE Queensland has delivered practical and industry-relevant training to provide students with the skills and experience they need to build lifelong careers. TAFE Queensland been named the Large Training Provider of the Year at the prestigious 2023 Australian Training Awards. Our training is delivered to students and apprentices on-site, online, in the workplace, or on-campus to give people the skills they need to enrich their communities, support their industries, and strengthen their local economies.
By working at TAFE Queensland, you can be part of a highly experienced workforce closely connected with their industries and dedicated to delivering best practices and innovative training.
Your Opportunity
The Customer Experience Officer provides an efficient, effective and timely range of administrative services to customers and staff, in accordance with the organisation's policies and customer service standards.
This position sits in the Client and Commercial Services faculty and reports to the Client Services Coordinator.
This is a Temporary, Full-Time opportunity, to 30 June 2024 unless otherwise determined.
2 x AO3 Customer Experience Officer Positions available
The position will be based primarily at Cairns however you may be required to perform work at other TAFE Queensland campuses.
Key Responsibilities
Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Focussing on our Customer, Taking Responsibility and Showing Initiative.
Live a safety culture, lead by example and support the Health Safety and Environment Management System to Establish and maintain industry partnerships and models for student engagement to advance the standing and reputation of the organisation.
Represent the organisation as the face of TAFE Queensland north region, providing continuous excellence in the delivery of customer service received through a range of modes.
Proactively promote the organisation's range of products and services to increase sales conversions.
Coordinate customer service requests and transactions in a contact centre environment, providing general information and professional advice ensuring customer needs are continuously met.
Effectively and efficiently coordinate customers' requests through effective listening, questioning, problem solving, negotiation and conflict management skills, following business policies and procedures at all times to analyse, respond to and resolve customer enquiries in a timely manner.
Lead by example, displaying customer focused behaviours at all times, taking ownership and seeking solutions to resolve problems within level of delegation.
Identify new business opportunities through inbound and outbound channels for the organisation.
Ensure information is distributed in a timely manner by contributing to the relationship between Client Services Service and other business units.
Achieve individual key performance indicators and participate as an effective team member contributing to the collective achievement of service level and performance targets.
Actively participate as a member of a multi-functional customer service team and contribute to the development of team plans and the collective achievement of service level targets/agreements.
Continually develop skills and knowledge through participation in formal and informal training and professional development opportunities, and assist with the delivery of operational training to team members and internal clients.
Ensure customer information is recorded accurately and that maintenance of recording systems provides for the availability of data to meet information, statistical, review, planning and service needs.
Provide feedback that may contribute to improved efficiencies or customer satisfaction.
How you will be assessed
The ideal applicant will be someone who has the following key capabilities:
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Proven ability to deliver consistent, professional quality customer service in a contact centre environment, displaying the ability to elicit and analyse relevant information and provide accurate and timely responses to a range of culturally diverse customer requests.
Demonstrates effective time management skills, including the ability to organise and prioritise work, while displaying attributes of initiative, responsibility and decisiveness to achieve team and individual key performance indicators.
Proven ability to build and maintain positive and effective team relationships and contributes to the team success in a high volume, client and sales quality focussed environment, keeping clients informed and treating people with respect and courtesy.
Demonstrates high level literacy and numeracy skills relevant to a contact centre environment, including data entry and the ability to use multiple computerised systems, consistently maintaining a high level of accuracy and meeting quality standards.
Demonstrates the ability to communicate information clearly and effectively, displaying high level listening skills with the ability to clarify information and negotiate successful outcomes.
Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the region.
How to apply
If you're interested in this role, click the 'Apply' button to submit your application via the TAFE Queensland Recruitment Portal. When submitting your application, please ensure you provide the following:
A detailed resume;
A cover letter that outlines your known skills, abilities, knowledge and experience in response to the “How you will be assessed” criteria above (maximum of 2 pages in total); and
The contact details for two referees (one of whom is your current supervisor)
Closing date: 25 February 2024
Job Reference Number: TQ2024-165
For further information, please contact:
Danni Nash, Client Services Coordinator
danni.nash@tafeqld.edu.auThis work is licensed under a Creative Commons Attribution 3.0 Australia License.