What you'll do
As a Customer Service Officer, you will provide high-quality customer service and first-tier support to Queensland Health employees through a range of communication channels, including telephone, live chat, and online service portals. You will build and maintain positive working relationships with team members across eHealth Queensland and its customers, ensuring a customer-focused approach to service delivery. In this role, you will accurately log and manage incidents and service requests within an Information Technology Infrastructure Library (ITIL) compliant tracking system, while liaising with customers to provide timely updates, manage escalations, and support the resolution of issues. You will also monitor and evaluate your own performance through incident and request tracking systems to contribute to continuous improvement and the delivery of efficient, responsive support services.
About you
We are searching for someone who has:
Demonstrated ability or the ability to quickly learn an Information Technology Service Management (ITSM) tool, including ServiceNow and ITIL Service Management processes, primarily request and incident management
Experience in the use of Microsoft Office suite of applications (Outlook, Word, Excel, Onedrive, Teams etc.) and the ability to provide customer support for contemporary Windows operating systems
Well-developed interpersonal, written and oral communication skills including the ability to negotiate, advise, influence others and work collaboratively with people to make decisions
Experience in delivering high quality customer service and providing front line support
Effective problem solving skills with the ability to identify opportunities for continuous improvement in a highly focused customer service environment
Why work with us?
Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing. This includes
Competitive salaries
12.75% superannuation
17.5% leave loading
Employee wellbeing
Access to 24/7 confidential employee support providers and counsellors including for immediate family members
Additional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.
Professional development
Career progression with more than 300 diverse career pathways and career support to take you further!
Access to a variety of programs and initiatives to support training and career growth.
Grow your skills through hands-on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.
Our commitment to equity, diversity and inclusion
At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.
Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.
Ready to apply?
For further information on how to apply please review the attached Role Description.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
