AO3 Service Officer – Customer Support (Contract)

About the role

The AO3 Service Officer role is a frontline customer‑facing position supporting a key State Government client in Queensland. You will handle inbound calls and written enquiries, using active listening and empathy to negotiate practical solutions within legislative frameworks.

Key responsibilities

• Provide professional inbound phone support, offering clear guidance on account resolution and payment options.
• De‑escalate sensitive situations through effective problem solving and negotiation.
• Navigate multiple digital databases and software platforms to record accurate case notes.
• Prioritise call handling while completing administrative follow‑ups in a dynamic contact‑centre environment.

Required profile

• Strong communication and empathy skills for managing sensitive conversations.
• Tech‑savvy with the ability to quickly adapt to various software systems.
• Reliability and commitment to attend a comprehensive 4‑week onsite onboarding program.
• Background in contact centres, customer service, dispute resolution or recoveries is advantageous but not required.
• Ability to pass a criminal history check.

Required skills

• Proficiency with CRM software and case management systems.
• Accurate real‑time data entry across multiple platforms.

What we offer

• Initial 6‑month contract with a 4‑week probationary assessment period.
• Hourly rate of $51‑$52 plus superannuation.
• Fully onsite role in Ipswich with a supportive, inclusive team environment.