About the Opportunity
An exciting opportunity is available for an experienced and resilient Customer Service Officer to join a busy Queensland Government maintenance coordination team.
This isn't your typical customer service role! We're looking for someone who genuinely thrives in a fast-paced, high-pressure environment, enjoys being busy and can confidently juggle multiple priorities throughout the day.
Working within a high-volume service delivery team, you'll be responsible for managing customer enquiries, coordinating maintenance requests and liaising with contractors and stakeholders to ensure essential maintenance services are delivered efficiently across government-owned properties and facilities.
With a constant flow of phone calls, emails and competing priorities, you'll need to be adaptable, solutions-focused and comfortable thinking on your feet.
What You'll Be Doing
- Manage a high volume of inbound and outbound customer calls in a busy environment.
- Respond to customer enquiries and coordinate maintenance requests received via phone, email and online portals.
- Action and manage a high-volume shared inbox, ensuring enquiries and requests are prioritised and responded to efficiently.
- Coordinate maintenance requests across a diverse portfolio of government-owned properties.
- Liaise with contractors, suppliers and internal stakeholders to arrange maintenance works, monitor progress and follow up on outstanding requests.
- Handle challenging customer conversations professionally, demonstrating patience, resilience and strong conflict resolution skills.
- Accurately update internal systems, maintain records and process work orders and documentation.
- Manage multiple competing priorities, adapting quickly to changing demands and urgent requests.
- Work collaboratively with a busy team to achieve service delivery targets and maintain high customer service standards.
About you
- Previous experience in a high-volume, fast-paced customer service or administrative environment is essential.
- Experience managing a high volume of inbound and outbound phone calls, emails and customer enquiries.
- Strong multitasking skills with the ability to switch between tasks, manage interruptions and prioritise urgent requests.
- Excellent telephone manner and the confidence to manage difficult or frustrated customers professionally.
- A resilient, adaptable and positive personality who genuinely enjoys working in a busy environment.
- Strong attention to detail and the ability to maintain accuracy while working under pressure.
- Excellent communication, problem-solving and organisational skills.
- Confidence using multiple computer systems and managing large volumes of information.
- A proactive, team-focused attitude and willingness to learn.
Experience in call centres, insurance, maintenance dispatch, work order coordination or high-volume professional services environments will be highly regarded.
Previous Queensland Government experience is not essential. We're more interested in finding someone with the right attitude, resilience and experience working in a genuinely fast-paced environment.
Benefits
- Mackay Location
- Contract up to January 2027, possible extension
- $51.12 Per Hour + 12% Superannuation (PAYG Agency Contractor)
- 36.25 hours per week, Monday to Friday
- Weekly pay cycle
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