Customer Support Officer

Role Reference TNX/1410914

People working in the office with woman smiling at the camera

Customer Support Officer

Posted July 30, 2019

Role Reference TNX/1410914
  • DCA provide infringement management services to local and state government agencies.
  • As an industry leader with a national presence we assist our clients in managing their processes, systems and technology integration relating to fines and safety.

The Role

As a Customer Support Officer, you will utilise your professional writing skills and strong attention to detail as you respond to customer queries via written correspondence in line with specific guidelines. You will need to clearly comprehend the customer’s key issues and effectively personalise each response in order to drive a satisfactory outcome and reduce repeat correspondence.

This is a Casual position requires that requires full-time availability, working 8am – 4:00pm Monday to Friday with an hourly rate of $37.97 plus Super.

Your key responsibilities will include (but not limited to)

  • Proactive management of written/verbal complex customer issues and/or complaints
  • Liaising with clients to obtain further supporting documentation such as subsequent officer reports, printouts, parking permit etc.
  • Ensuring all correspondence received is completed in accordance with the specific rules of the client.
  • Processing applications and parking permits for residents in line with the guidelines provided.
  • Assisting with other core department requirements such as call centre coverage.

What we are looking for

  • Proven superior written skills, with the ability to create professionally drafted letters utilising Council guidelines.
  • Attention to detail – the ability to confidently address all written issues raised by drafting tailored and personalised responses in a logical, flowing format.
  • Strong communication skills with a focus on first appeal/call resolution.
  • The ability to investigate and make informed decisions. Well-developed negotiation, problem solving and decision making skills.
  • The ability to identify and trouble-shoot potential workflow and/or procedural issues, and help drive the solution.
  • Energetic and enthusiastic team player and an ability to work autonomously on a variety of tasks.
  • Proven ability to follow Policies and Procedures.
  • Ability to prioritise work in order to meet strict deadlines and performance standards.
  • Intermediate PC, keyboard and database skills.
  • In-depth knowledge of relevant Local Government legislation, guidelines, processes and performance standards (preferred)

DCA has an active employee benefits scheme which offers our employees a number of discounted products and services including an active social club, Myki commuter club discount, subsidised gym membership, discounted health insurance, employee referral program and much, much more!

To be considered for this role you have full Australian working rights and will also be required to pass a National Police Check.

To apply, apply below by no later than 2 August 2019.

DCA is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect. Teamwork and trust and a workplace that attracts, develops and retains highly skills people.

Apply online

To apply, upload a cover letter addressing the above criteria together with a current version of your resume
  • Accepted file types: pdf, doc, docx.
    Upload your Cover Letter here
  • Accepted file types: pdf, doc, docx.
    Upload your Resume here