The University of Queensland – Saint Lucia QLD
UQ Residences has been established as a controlled entity of the University of Queensland to operate all accommodation owned by the University, offering best-practice student care and well-being that sets the benchmark for university student housing.
PRIMARY PURPOSE OF POSITION
Assist in the delivery of all areas of customer focussed operations at UQ RES. Act as the face of UQ RES and directly work with residents to answer questions or provide additional support where needed.
DUTIES
Duties and responsibilities include, but are not limited to:
Support the Customer Service Supervisor in delivering excellent customer service.
Listen and understand the needs of customers and deliver a high level of customer service.
Demonstrate excellent product knowledge and brand awareness.
Interact with customers to know their requirements and needs.
Maintain and manage customer files and databases.
Implement UQ RES policies and procedures in providing good customer services.
Maintaining a positive, empathetic, and qualified attitude toward customers at all times.
Responding promptly to customer inquiries.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.




Keeping records of customer interactions, transactions, comments, and complaints.
Ensure customer satisfaction and provide professional customer support.
Conduct routine inspections of vacant rooms.
Attend promotional events as directed by the General Manager.
Process and assist with the application of prospective customers.
Routine and exit inspection of rooms during the tenancy.
ORGANISATIONAL RELATIONSHIPS
The position will work across UQ RES and will report to the Customer Service Manager / General Manager.
Selection Criteria
ESSENTIAL
Customer service work experience
Minimum 3+ years of customer service experience required
Excellent communication skills both written and verbal
Outstanding organisational skills
Available to work shifts
Ability to work rotating shifts as required
Ability to stay calm when customers are stressed or upset
DESIRABLE
Experience working in hospitality, accommodation, services, hotel, retail industry
Worked with students
Experience working with StarRez residential management platform
UQ Residences values diversity and inclusion and actively encourages applications from those who bring diversity.
#J-*****-Ljbffr

📌 Customer Service Officer (Queensland)
🏢 The University of Queensland
📍 Queensland