Customer Service Officer

• Based at our Box Hill Campus
• Multiple part-time, ongoing position available
• PACCT 3 - $56,592 (plus compulsory superannuation contribution)

About The RoleAn exciting opportunity to be the face of Box Hill Institute in providing a positive experience to students and assisting with their course queries. There are multiple ongoing positions available for part time roles working 3 or 4 days per week.

The Customer Service Officer provides professional Customer service to all inbound and outbound contact to the Box Hill Institute (BHI) through phone and online enquiries. This role is are responsible for outbound communications to qualify leads.

This will include the provision of accurate and timely course information and referral to subject matter experts across the organisation. This role incorporates the activities of Customer service, call centre, course information, data entry and CRM administration.

The Customer Service Officer is a member of Student Recruitment team in the Student Experience portfolio and works closely with the Course Advice team. This position interacts with relevant stakeholders and service providers, program delivery areas, teachers, and students.

About You

• A tertiary qualification in Business Administration or Customer Service; or suitable combination of lesser qualifications and experience in the field.

Your Skills And Experience Should Include

• Client Centricity: Listens to customers and actively seeks to meet client needs whilst finding ways to continuously improve services. Commitment to delivering high quality outcomes for clients.
• Student Management Systems/CRM and digital capabilities: High level working knowledge in database management, Customer Relationship Management system and enrolment databases. Experience with Salesforce and Microsoft suite is desirable.
• Verbal Communication: Clearly explains information and listens to feedback, speaking clearly and concisely to keep people interested when speaking. Uses a polite and considerate approach when dealing with other others. Expresses own view in a constructive and diplomatic way and reflects on how own emotions impact others.
• Empathy and Cultural Awareness: Pays attention to customers while taking into account language, expressions and tone, shaping responses to people based on a range of information they have noted. Communicates well with and sees issues from the perspective of people from a diverse range of cultures and backgrounds.
• Relationship Building: Establishes and maintains useful relationships with people at all levels across business areas, functions and organisations. Promotes harmony and consensus through diplomatic handling of disagreements and builds trust through consistent actions, values and communication.
• Problem Solving: Seeks information needed to solve work problems, identifying, and proposing practical solutions to problems. Implements and adjusts solutions when endorsed by manager.
• Initiative and Accountability: Proactive and self-starting, seizes opportunities and acts on them taking responsibility for own actions.

About UsWe are proud to be a leading education provider with a strong reputation for delivering high quality educational outcomes.

Our organisation comprises of Box Hill Institute (Box Hill & Lilydale locations) and Centre for Adult Education (Melbourne CBD) as well as partnerships across various correctional and defence sites in Victoria.

We are committed to a highly motivated and aligned workforce, so we’ll be by your side to enable you, help you grow, and offer you benefits which enhance your work life balance.

Box Hill Institute is a welcoming, safe and respectful work environment. We are work-life friendly and an equal opportunity employer. We encourage people from all backgrounds, abilities and identities to apply for our vacancies.

Institute Values

• We deliver outstanding experiences - we put our students and customers at the centre of everything we do. We solve problems, take ownership and create experiences that make a difference.
• We are in it together - as one team, we care about our people, and foster a generosity of spirit for our community. By valuing our differences we ensure everyone belongs in the BHI community.
• We make great ideas happen - we empower each other to inspire new ideas and challenge the status quo. We are adaptable, equitable and agile in responding to opportunities.

BenefitsWe offer more than just a job; we offer benefits to enhance your work life, help you grow, and celebrate your achievements. Employment benefits include:

• Flexible work arrangements (dependent on the role requirements)
• Career progression opportunities and reward & recognition programs
• On-site parking
• Novated leasing and salary packaging
• Access to health & wellbeing resources
• Employee discounts on health insurance, car rental, newspaper subscriptions and more
• Access to libraries offering ebooks, films, novels, children's books and so much more
• Discounts on CAE/Box Hill Institute short courses for staff and their immediate family as well as discounted access to our floristry, beauticians, restaurant, Vet & dog grooming
• Purchased Leave

Applications close: 5pm, Wednesday 22nd May 2024 If you have questions about this role, please contact Yifeng Jin via email at **********@boxhill.edu.au. We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant. Candidates for employment at Box Hill Institute will be subject to pre-employment probity checks, and must satisfy Box Hill Institute’s pre-conditions for employment. These include providing a satisfactory (valid employee) Working With Children Check and National Police Check.

Box Hill Institute reserves the right to withdraw an advertised position at any stage.