Customer Service Advisor (Cross-Channel)

About the role

The Customer Service Advisor (Cross‑Channel) works within the Cairns Customer Service Centre to deliver a wide range of government services across phone, online and face‑to‑face channels. The role supports small and family businesses and the broader Queensland community by providing accurate, efficient service.

Key responsibilities

• Develop and maintain comprehensive knowledge of procedures, processes and services to handle interactions across multiple channels.
• Deliver licensing, registration, deceased estates, vessel registration and other government services through various communication methods.
• Assess customer needs, provide information, and refer to specialised service channels when required.
• Navigate multiple systems and databases to perform operational tasks such as collecting and remitting monies, reconciling banking and daily remittances.
• Collaborate with team members to meet performance targets and participate in team activities.
• Provide training and mentoring to new Customer Service Advisors and trainees as needed.

Required profile

• Ability to analyse complex issues and resolve problems.
• Commitment to workplace health and safety practices.
• Strong teamwork orientation and willingness to support colleagues.

Required skills

• Proficiency in using multiple computer systems and databases.
• Experience handling financial transactions and reconciliations.

What we offer

• Competitive remuneration with employer superannuation contributions up to 12.75%.
• Five weeks annual leave plus 14% annual leave loading.
• Salary packaging, learning and development opportunities, and study assistance.
• Wellness program, Employee Assistance Program, and flexible work‑life balance.