Appendix 3 - Position Description

Ozhouse Clean

Position Description

Front Desk Officer

Role summary

The Front Desk Officer is the first point of contact for Ozhouse Clean.

The primary role of a Front Desk Officer is to respond to a variety of customer enquiries and requests.

These may include enquires about:

• Types of products available
• Product prices
• Troubleshooting
• Warranty
• Troubleshooting requests

Department

Customer Service

Reports to

Team Leader Customer Service

Direct Reports

NA

Employment

Full time, ongoing

Work hours

Monday - Friday 8:30 am to 5:30 pm with 1-hour lunch break

Salary

$ 57,000 per year + superannuation

Responsibilities

The Front Desk Officer is responsible for the following duties:

• Open and close reception area
• Tidy and maintain reception area
• Meet and great clients
• Provide customer service
• Fully respond to enquiries: face to face, telephone and email within 24 hours
• Escalate enquiries as needed
• Provide administrative support to the Customer Service Team Leader
• Coordinate meetings and organise catering
• Prepare correspondence and documents
• Data entry as instructed by the Customer Service Team Leader
• Operation, maintenance and security of record keeping systems and software
• Ensure adequate supplies of consumable such as stationery, printer, and kitchen supplies
• Assist with equipment management and maintenance
• Participate in relevant training and development as required
• Other duties consistent with the position as required by the Customer Service Team Leader

Skills and personal attributes

• Advanced written and verbal communication skills
• Professional personal presentation
• Information and record management
• Initiative
• Reliability and stress tolerance
• Good organisational skills
• Customer service focus
• Interpersonal skills
• Ability to multitask

Professional experience and qualification

• Previous experience in a similar role is highly desirable
• Certificate IV in Business or similar qualifications - Essential
• Knowledge of MS Office Suite (Word, Excel, Outlook, PowerPoint) - Advanced

Reporting

A Front Desk Officer must always perform their duties in line with the organisation's policy and procedures, service standards and code of practice. They should operate within their level of authority and responsibilities. Where a Front Desk Officer recognises that or is unsure about whether the task falls in their scope of authority, they should immediately consult their Team Leader. If the Team Leader is not available, customer service officers should report to the Customer Service Manager.

Quastion

1. Your work goals (list 2-3)
2. Your key responsibilities (3-4)
3. How your work goals and plans can support organisational goals and plans
4. Outline how the Customer Service Policy relates to your role and how it can support it
5. Describe what to consider when planning your work as a Front Desk Officer for Ozhouse Clean.
6. three time management techniques and strategies that will be useful for your role.