Customer Service Officer

OVERVIEW

Title: Customer Service Officer

Position Department Corporate

Description
Reports To Executive

Location Doncaster East

Award and
TBA

Classification

Date Prepared March 2022

PURPOSE

This role is responsible for ensuring all visitors are welcomed on arrival, all incoming enquiries, whether in

person or electronically, are answered and triaged professionally in a timely manner and to provide

administrative assistance to management and staff as directed.

PARAMETERS

Key Internal Stakeholders Management, administrative teams and general staff

Key External Stakeholders All visitors to Onemda, along with those making electronic enquirie

QUALIFICATIONS AND REGISTRATIONS

• Current Drivers Licence

KNOWLEDGE AND EXPERIENCE

• Previous experience in a similar role is essential
• Proficiency in MS Office is essential
• Confident and able to operate various software programs or ability to quickly gain proficiency
• Experience with an electronic switchboard is desirable
• CRM experience essential
• Proven experience problem solving Strong communication skills and ability to work as part of a

team

• Basic knowledge of Microsoft Office

1

CORE SKILLS

Specialist Skills and Knowledge

• Excellent customer service skills
• Strong written and verbal communication skills
• Strong organisational and time management skills
• High attention to detail
• Ability to work autonomously and as part of a team
• Enthusiastic, professional and customer focused (internally and externally)

Interpersonal Skills

• High level of interpersonal and communication skills (both written and verbal), including an ability to

represent and negotiate on behalf of the organisation

• Ability to work collaboratively across all areas of the organisation
• Demonstrated ability to communicate effectively with persons with a disability, staff and advocates

MUTUAL COMMITMENTS

Equal Opportunity. Onemda is committed to being an equal opportunity employer, aiming to provide every
employee with fair access to all workplace opportunities and benefits. In return, employees will treat each
other fairly, without discrimination.

Diversity. Onemda welcomes and embraces diversity through providing safe, positive and nurturing
environment which celebrates the rich dimensions and contributions of diversity contained within each
individual.

Safety Screening. An offer of employment cannot be confirmed until the safety screening requirements
have been conducted, assessed and clearance has been given.

The safety screening process incorporates the completion of the following:

• Criminal history check (crimcheck.org.au)
• Reference check (including, but not limited to, disciplinary action disclosure, confirmation of

qualifications and training and an understanding of appropriate behaviours)

• Disability Worker Exclusion Scheme (DWES) check

Safeguards: Vulnerable people have the right to be and feel safe. Onemda has zero tolerance for any
form of abuse.

KEY
PERFORMANCE ACTIVITIES AND RESPONSIBILITIES
AREA

• Attend to phone enquiries in a timely and professional manner
• Greet all visitors in a welcoming, professional and courteous manner

Reception and • Monitor reception and enquiries inboxes, appropriately triage enquiries and
Customer Service respond in a timely manner

• Organise catering for events
• Sort incoming and outgoing mail
• Maintain security and privacy by following Onemda's policies and procedures

at all times

• Assist in the preparation of correspondence, submissions and returns as

Administration directed by management staff

• Assist in the preparation of reports and notices as required
• Undertake photocopying, collating and binding tasks
• Use appropriate databases, ensure mailing lists and client databases are

maintained and kept up to date

• File documentation to ensure efficient and easy access for retrieval
• Assist with data entry required by funding agencies
• Maintain stock of stationery, kitchen and office supplies
• Assist to receipt and bank income in a timely and efficient manner
• Maintain Petty Cash, recording expenses and reimbursing as required
• Support with various fundraising events and activities as required

General Areas of • Assist to plan, organise and promote various promotional events and
Responsibility activities

• Provide administrative assistance to the management team and staff as

required

• Consistently live and demonstrate the Onemda Values – leadership,

Culture development, respect, welcoming, caring and supportive

• Ensure Onemda’s service provision is in accordance with the principals of

social justice and with respect for the dignity and human rights of all persons

• Safeguard the positive culture of Onemda and identify and address any risks

to the good reputation, caring culture and ethical standing of the organisation

• Adhere to the principles of The Victorian Charter of Human Rights 2006
• Work in a safe manner and adhere to safety instructions as outlined in the

Work, Health and Onemda Association’s Policy and Procedure Manual and Emergency

Safety Management Plan

• Participate in regular safety checks, including fire drills and contribute to the

evaluation and review of such procedures

• Remain competent, physically able and informed in safe manual handling

procedures

• Use program areas, vehicles, equipment and program materials in a

responsible and careful manner. An employee must not intentionally or
recklessly interfere with, or abuse anything provided at the workplace

Other Activities Other activities and projects as reasonably directed.

Customer service, Microsoft Office