Educational requirements: Diploma or trade qualification
English requirements: Competent English
Requirements for skilled employment experience for years: 1-3 years
Required residence status: Temporary visa
Accept remote work: Accept during COVID-19 restrictions only
Customer Service Officer Role Responsibilities:
Contributing to the promotion of GDV as a first-choice provider of service to people with low vision and blindness;
Be the first and primary contact for all incoming phone calls to Guide Dogs Victoria (Geelong Region);
Engage and build working relationships with Clients, GDV Practitioners and Volunteers;
Respond to enquiries and initial steps of a referral in a timely manner;
Identify and discuss relevant support and service options together with the Client and connect them with relevant services and supports from within Guide Dogs Victoria;
Organise and provide administrative support for Client programs.
Establish client clinics: confirm appointments, ensure readiness for services, and greet clients.
Participate in and support client group programs, as well as local engagement events, for example: Seniors Week & General Networking.
The Successful Candidate will have:
Certificate III in a relevant discipline (i.e. Disability, Medical Reception) or equivalent industry experience is desirable;
Exceptional customer service and communication skills;
Well-developed engagement, listening and telephone counselling skills;
Ability to be resourceful so as to identify relevant information and resources for Clients;
High level understanding of the support and services provided by Guide Dogs Victoria;
Great problem-solving skills, and excellent verbal communication skills, good grammar and enunciation;
Experienced in accurate data entry and Microsoft suite programs (Salesforce experience preferred);
A strong client and customer focus and a commitment to person centred service practices;
A commitment to live the values and behaviours of Guide Dogs Victoria; and
A strong alignment with the vision of Guide Dogs Victoria in delivering independence to people who are blind or have low vision.
Benefits that Guide Dogs Victoria offer:
A competitive remuneration package is available commensurate with skills and experience, which includes tax free salary packaging of up to $18,550;
Flexible working arrangements;
6 weeks paid parental leave for the primary care giver;
A week of Study Leave and educational assistance up to the value of $2,000;
Access to an external mentoring program with the Institute of Managers and Leaders;
Employee assistance program for employees and for members of their household;
Annual onsite flu vaccinations or vouchers for vaccinations close to home with participating partners; and
Quarterly Reward and Recognition program and recognition of service milestones with gift vouchers.
