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Customer Service Officer

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Organisation : Ozhelp Foundation

Location : Canberra (Fyshwick)

Work type : Full-time

Sector : Community Support Services

Salary type : Annual Package

Application closing date : 17 Jan, 2020

About the role

Service Delivery Team will require you to:

  • Act as the first point of contact for clients seeking support and/or counselling services.
  • Direct all client enquiries in line with documented intake procedures.
  • Escalate enquiries which are outside documented procedures.
  • Use the Pathway for Assisting Life as required.
  • Coordinate the counselling/support appointment reminder system
  • Maintain strict confidentiality in all client matters.
  • Support clients’ rights and reinforce responsibilities.
  • Complete documentation accurately and in a timely manner, in accordance with organisational policies.

Your key objective will be to administer an effective, efficient central intake system ensuring a client /customer service perspective is evident in all aspects of the intake process.

Business Development Team will require you to:

  • Undertake data entry and the extraction of information using our CRM system Salesforce
  • Assist with our customer journey, and provide assistance to ensure an end-to-end cycle of delivery which can include activities associated with invoicing, contracts, data analysis & evaluation
  • Support with regular communication to customers
  • Support with logistics and general administrative tasks

Your key objective will be to support the BD team to provide a proactive and high quality service to our customers.

As a member of the OzHelp Team you are expected to:

  • Participate as a productive team member contributing positively to OzHelp’s culture.
  • Participate in upskilling and training as necessary.
  • Participate in quality improvement activities and make recommendations to improve internal processes and support continuous improvement
  • Take reasonable care for own health and safety, and that of others in the workplace.
  • Adhere to OzHelp values, policies and procedures at all times.
  • Provide other administration support for OzHelp teams.

About the organisation

Organisation Name : Ozhelp Foundation

OzHelp is a leading provider of well-being programs nationally and specialises in mental health and suicide prevention. OzHelp engages with businesses and workers to:

  • optimise their resilience
  • increase their willingness and ability to seek support when they need it
  • increase their willingness and ability to offer supports to others

OzHelp does this by delivering ground-breaking, online screening and educational tools, backed up by real-time supports via phone or face-to-face workplace health and well-being awareness, screening and support accessible to workers nation-wide regardless of remoteness.

How to apply for this role


Please quote in application: Customer Service Officer via Pro Bono Australia.


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