Digital Service Representative

Digital Service Representative | $34.01 +Super | 6 Month Contract | Goulburn, NSW 

The Company: 

Our Client makes it easier for people and businesses across NSW to access government services. Since launching in July 2013, they have successfully transformed and streamlined NSW Government service delivery with cutting-edge digital solutions and an award-winning culture of passion and teamwork. Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 7-day-a-week phone service, and an expanding network of service centres. They currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.


Role Purpose: Deliver high-quality face-to-face customer support, advice, and assistance for a variety of enquiries and complaints, ensuring outstanding service and efficient operation.
  
Key Responsibilities:

• Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority
• Use a thorough knowledge of information resources and Service NSW operating practices to resolve and record customer complaints and escalate any unresolved issues
• Ensure customer complaints arising from complex agency transactions are accurately resolved, recorded and unresolved issues are escalated through appropriate channels
• Successfully complete activities as required to support the provision of service delivery and comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised
• Monitor digital performance in centre and take actions to increase adoption and drive usage
• Advise customers on the adoption of digital services and education of users
• Deliver great customer experiences through the use of on-line technology
• Ensure customers are referred to appropriate channel for the completion of out of scope transactions

Key Challenges:

• Manage multiple service activities within tight timeframes.
• Maintain professionalism while handling complex enquiries and challenging behaviours.
• Deliver accurate and efficient administrative tasks in a high-volume environment.

Skills & Requirements:

• Intermediate capability in resilience, integrity, communication, customer service, and technology.
• Ability to travel across NSW for disaster relief operations, if required.
• Be on call during emergency response events, if required.

To Apply: 
  
Join our team and make a difference in delivering exceptional government services! Please contact [email protected] or ring 0483950962.