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ASO2 Customer Service Officer

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					                                                                                                       Customer Service Officer (ASO2)


                           DEPARTMENT FOR TRANSPORT, ENERGY AND INFRASTRUCTURE

                                               JOB & PERSON SPECIFICATION

 Title of Role:           Customer Service Officer (Casual Pool)   Division        Public Transport Services
 Classification:          ASO2                                     Directorate     Customer Experience
 Position Number:                                                  Branch:         Customer Contact & Information
                                                                   Unit:           Customer Contact

                                             Job and Person Specification Approval


       All excluding Executive positions                                         Executive Positions

                                                      / /                                                                 / /
         Chief Executive or delegate                                   Commissioner for Public Employment


JOB SPECIFICATION

1. Summary of the broad purpose of the position, in relation to organisation goals

   The Customer Service Officer is accountable to the Customer Contact Operations Coordinator for providing a range of
   effective customer services for the greater Adelaide metropolitan area and regional services public transport system, across a
   range of locations, as assigned, including:
        providing courteous, accurate and timely customer services, including responding to enquiries and selling tickets
        providing accurate information relating to a range of services associated with special customer needs, special events,
         road closures, bus detours and any other changes to the public transport system
        liaising with Service Providers to obtain relevant updated information on issues and incidents affecting customer services
        receiving, addressing and/or escalating customer feedback, complaints and enquiries, of an often difficult or sensitive
         nature
        maintaining a commitment to, and assisting with the review of, current practices and procedures in relation to customer
         service best practice
        providing efficient and willing assistance in all areas of Customer Contact operations, as requested, during periods of
         high demand
    which contribute to the achievement of the Adelaide Metro brand and the State Strategic goals.
2. Reporting/Working Relationships

   The Customer Service Officer:
        reports to an ‘on duty’ Operations Supervisor and receives instructions and direction from the Customer Contact
         Operations Coordinator
        works within a team environment and is required to contribute as a team member
        liaises with staff across the Branch and Passenger Transport Services Division (PTS)
        develops and maintains working relationships with staff across all PTS locations and from other agencies, service
         providers and contractors.
Special Conditions

        Operational responsiveness necessitates work around the metropolitan area. The incumbent may be requested to work
         anywhere within the greater Adelaide metro area, including attending promotion and road show locations. Locations
         include:
              Adelaide Metro InfoCentre, Currie Street Adelaide
              Adelaide Metro InfoCentre, Adelaide Railway Station
              Adelaide Metro InfoLine, North Terrace Adelaide

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                                                                                                               Customer Service Officer (ASO2)


                    Ticket offices at suburban train stations.
             Work is casual up to a maximum of 15 hours per week with no guarantee of hours.
             Work outside of normal hours, at weekends and public holidays will be offered.
             Participate in regular Performance Learning Agreements.
             Will be required to wear a uniform.


Key Outcomes and Associated Activities

1.       Provide consistent, responsive, exceptional services to public transport customers, and undertaking a broad range
         of related functions and activities, as directed, including any or all of the following:
         a)        providing courteous, accurate and timely customer services, across a range of locations, including:
                        responding to a broad range of enquiries relating to public transport services, ticketing and promotional
                         activities
                        selling tickets utilising processing and receipting procedures that comply with financial and audit guidelines, and
                        providing referral information for enquiries that need external attention
         b)        maintaining an up to date awareness of, and providing accurate information and services relating to, a range of
                   services associated with special customer programs (such as Veteran Affairs, Vision Impaired and Mobility Passes)
                   and on special events, road closures, bus detours and any other changes to the public transport system
         c)        liaising with Service Providers to obtain relevant updated information on services and issues affecting customers,
                   including disseminating information on delays and detours to customers, via the Adelaide Metro InfoLine, the
                   InfoCentres or over a public address (PA) system
         d)        receiving, addressing and/or escalating customer feedback, complaints and enquiries, of an often difficult or sensitive
                   nature, including liaising with Service Providers to follow up issues or commendations, ensuring accurate information
                   has been supplied and maintaining the feedback system in accordance with the required procedures
         e)        providing responsive and courteous assistance to customers with lost property enquiries, including documenting,
                   recording and retrieving lost property activities and outcomes, in compliance with the lost property process
         f)        ensuring that the tools employed for the delivery of information to customers are utilised effectively, and in an
                   accurate and timely manner, to support best service outcomes and to ensure the ongoing integrity of systems
         g)        maintaining a commitment to, and following, all government incident awareness and security procedures and
                   processes, including ensuring that the safety and well being of all customers, staff and stakeholders are considered
         h)        assisting with the monitoring and maintenance of stock levels within the InfoCentres, as required
         i)        maintaining a commitment to, and assisting with the review of, current practices and procedures in relation to
                   customer service best practice, including identifying potential efficiencies and areas for improvements, where
                   appropriate
         j)        providing efficient and willing assistance in all areas of Customer Contact operations, as requested, during periods of
                   high demand.

2.       Contribute to a safe and healthy work environment, free from discrimination and harassment by working in accordance
         with legislative requirements, the Code of Conduct and departmental human resource policies, including the OHS&W
         requirements.




Examined                                                                                                                             / /
                                                                                                     (Title)

Acknowledged by occupant                                                                                                             / /
                                                    (Print name)                                 (Signature)

PERSON SPECIFICATION


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                                                                                                        Customer Service Officer (ASO2)




1 Essential Minimum Requirements


   1. Educational/Vocational Qualifications

           a)    Nil.

   2. Personal Abilities/Aptitude/Skills/Experience/Knowledge

           a)    Experience in the provision of an exceptional customer service which demonstrates a confident ability to provide
                 information and advice, both face to face and/or over the phone.
           b)    Sound experience in using electronic databases to enter and access information and achieve business
                 objectives.
           c)    Sound communication skills to successfully liaise with a diverse group of customers, including those from non
                 English speaking backgrounds, persons with an impairment and the elderly, including a capacity to deal
                 diplomatically, and effectively, with conflict and sensitive or difficult situations and maintain personal integrity,
                 credibility, reliability and confidentiality at all times.
           d)    Experience in working quickly and accurately in a changing environment, applying initiative and judgement and
                 producing work of a high standard.
           e)    Demonstrated ability to relate to, and facilitate effective working relationships with, team members, supervisors
                 and managers.
           f)    Demonstrated ability to work autonomously under general direction, and to plan and coordinate assigned
                 activities to provide an exceptional level of customer service within clear timeframes, whilst maintaining service
                 delivery standards.
           g)    Proven commitment to the principles and practice of:
                  EEO, Ethical Conduct, diversity and OHS&W;
                  Customer Service;
                  Quality management and client oriented service;
                  Risk management.


2 Desirable Characteristics


   1.      Educational/Vocational Qualifications




   2.      Personal Abilities/Aptitude/Skills/Experience/Knowledge




Examined                                                                                                                      / /
                                                                                             (Title)

Acknowledged by occupant                                                                                                      / /
                                              (Print name)                                (Signature)




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