RMIT University
Customer Service Officer
We empower students to shape their own lives, achieve impact and create valued places for themselves through work and engagement in the wider community.
Customer service and support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why RMIT University
RMIT is a global university of technology, design and enterprise. One of Australia's original tertiary institutions, RMIT University enjoys an international reputation for excellence in professional and vocational education, applied research, and engagement with the needs of industry and the community.
RMIT is a world leader in Art and Design; Architecture and the Built Environment; Engineering; Accounting and Finance; and Business and Management Studies.
About the role
About the role The role of Student Service Officer is personified by the phrase “happy to help” and its primary responsibility is to provide the best possible support and advice to students. It plays a vital role enhancing the RMIT student experience. The successful candidate must relish variety, be ready for challenges and demonstrate empathy and engagement. Day-to-day you will be providing advice and guidance across all RMIT’s Student Connect channels and service points. You will be helping students to explore and understand their options, guiding them through student administrative and student support processes to help resolve any issues or problems. Primarily based at one RMIT’s Student Connect location and will be required, within reason, to work at other locations as required by operational need and/or when requested by your line manager. To be successful in this position, you will:
- Have a passion and motivation to deliver high quality customer service
- Work well autonomously, managing tasks and competing priorities in a busy environment.
- Hold a high level of emotional intelligence with proven ability to build and maintain good working relationships
- Be a quick learner, with the ability to adapt to, and accurately use and apply, new systems and procedures
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
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Complaints Resolution
Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences
Skills you'll need
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Resilience
Bounces back from stressful experiences while being optimistic, emotionally aware, and adapts to change
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Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Service orientation
Actively seeks and develops strategies to help key stakeholders
Meet the team
