Customer Service Officer (Talent Pool)

This is an ongoing Talent Pool which will be open for candidates to submit their interest up until the end of April 2024. The Digital Service Centre is seeking Customer Service Officers to join their team to provide high quality Customer Service to all Queensland Health employees by providing frontline support via telephone, email and online communication channels, applicants will be contacted as roles become available.

The ability to work extended and/or rotating shifts (24x7) as required is a condition of employment. Appropriate remuneration under the relevant Award will apply

The role:
As the Customer Service Officer, you will work in a team environment as well as an individual to ensure Key Performance Indicators (KPIs) are met. You will act a single point of contact that provides high quality Customer Service for all ICT services that eHealth Queensland offers.

Other Key Responsibilities include:

• Provide high quality Customer Service to all Queensland Health employees by providing frontline support via telephone, email and online communication channels.
• Build and maintain relationships with team members across eHealth Queensland and its customers.
• Log all incidents/requests in an Information Technology Infrastructure Library (ITIL) compliant tracking system.
• Liaise with and provide an escalation route as well as ongoing feedback to customers on the resolution of incidents and requests.
• Monitor own performance through the incident/request tracking systems.

Are you right for this role?
To be successful as a Customer Service Officer you will demonstrate the ability to quickly learn Service Now and other ITIL service management tools and processes. You will show experience in delivering high quality Customer Service and providing front line support to customers.

You will be able to demonstrate your ability to work as an individual and as a team member to meet KPIs by monitoring your own performance through the incident/ request tracking systems.

About - eHealth Queensland:
eHealth Queensland is one of the largest Information Communication Technology operations in the state. It is responsible for ensuring the smooth operation of information systems and technologies so that Queensland Health employees and health providers have access to information that supports the delivery of health care.

Benefits of working with eHealth Queensland:
By joining eHealth Queensland you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.

You will enjoy a variety of benefits, including:

• Competitive salary + generous superannuation and leave loading
• Flexible working arrangements
• Diverse work culture
• Career training and development

Talent Pool information/ Your Application:
Please provide the following information to the panel to assess your suitability:

• The Talent Pool will be reviewed regularly, and you may be asked to update your information.
• Your current CV or resume
• A covering letter giving detail of your skills and experience relevant to the position (maximum two pages)
• If you are shortlisted for progression, you will be asked to provide the names and contact details of two referees, one of whom is to be your current or recent (i.e. within the last two years) supervisor/manager. Referees should have a thorough knowledge of your capabilities, work performance and conduct within the previous two years. You should discuss any concerns about providing a referee/s with your nominated hiring manager when you are requested to provide referee details.
• You will be required to complete a questionnaire as part of the submission process.

Whilst you may submit your details to the Talent Pool, when an opportunity arises you may still need to enter a formal submission via the Smart Jobs website. Submitting your details to the Talent Pool does not constitute a formal application for any role and your application will expire when the Talent Pool closes.

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