Customer Service Officer

About the Role

This position contributes to the University’s strategic plan to changing 10 million lives, Every One Matters, by 2035 through the effective delivery of student centric solutions and supporting research which strengthens communities.

You will need a passion for customer service as you deliver consistent, high quality customer experience to a diverse range of internal and external stakeholders as part of a centralised, close-knit customer service team. Flinders use multiple communication channels including phone, email and online systems managing enquiries, service requests and complaints relating to Property, Facilities and Development services.

Key Responsibilities

• Assessing, interpreting, triaging and analysing incoming enquiries to determine the most appropriate course of action, applying established service standards, procedures and knowledge resources to ensure efficient, accurate and consistent outcomes.
• Monitoring and managing the progress of all logged requests, following up as required to ensure completion within agreed service level timeframes, while maintaining clear, timely and empathetic communication with customers throughout the lifecycle of each request.
• Managing and resolving complaints in a professional, respectful and compassionate manner, ensuring customers feel heard and supported, and escalating issues appropriately in accordance with organisational procedures when required.
• Maintaining and analysing accurate records of all customer interactions and service requests, while identifying trends, recurring issues and opportunities to improve processes, systems and the overall customer experience