Multicultural Channel Agent

Multicultural Channel Agent
Permanent Full-time role
Location: Geelong/Melbourne

About Us
At EnergyAustralia our shared purpose is to lead and accelerate the clean energy transformation for all . We seek to do this by making energy simple for our customers, meeting their needs by combining their assets into our flexible energy portfolio.

About the Team
The Multicultural Channel team works within the contact centre and is responsible for ensuring Residential customers receive exceptional end-to-end assistance, whilst supporting new and existing customers with their sales and service needs, with a need to be able to communicate in English or customers chosen language.


About the Role
Reporting to the Team Leader, the Multicultural Channel Agent works within the contact centre to assist customers with a variety of energy enquiries and proactively promote EnergyAustralia products and services either in English or customers chosen language. This is a new team that will be handling Sales & Service calls. With the potential to further diversify agent capability with additional training and functions. Other aspects of the role include:
 

• Supporting new and existing customers with their enquiries in both English or customers chosen language (Mandarin, Arabic or Vietnamese). 
• Point of contact for EnergyAustralia customers, by handling a variety of inbound Sales & Service calls.
• Proactively promote EnergyAustralia’s products and services through upselling and cross selling (including value adds)

• Process customer inquiries efficiently and effectively in a positive and professional manner and address our customer diverse needs and expectations and resolve the enquiry in a first call resolution
• Support customers on both English & Multilingual queues

Other role requirements

• High speed internet suitable for working at home 
• Willingness and ability to work a rotating roster (8am – 7pm AEST, training blocks will be 9am – 5pm)
• Occasionally assist MCC team with review & translation of calls and documentation
• Training blocks (4-5 weeks for service initially & 2-3 weeks for sales at a later stage) must be completed full time from the Geelong office (Monday – Friday, 9am – 5pm)
• Post training at least 1 of the 2 mandatory office days must also be worked in the Geelong Office (other day can be worked from the Melbourne office is more convenient)

About You
To be successful in this role, you will have gained considerable experience in a customer-facing (or call centre) environment, with excellent interpersonal and customer service skills and a strong ability to follow strict policies and procedures. Other things we’re keen on include:

• Language skills (written, verbal and comprehension) in one or more of the following languages:
• Arabic
• Mandarin
• Vietnamese
• Please note applicants will have to undergo NAATI training assessment to progress

• Experience working in a call centre or the energy sector is highly regarded
• Ability to use multiple systems 

Why Us?
We’re committed to providing an inclusive culture so our people can bring their whole selves to work and have a sense of belonging. From our PRISM network that creates a positive culture for LGBTI employees to our Reconciliation Action Plan that has commitments to strengthen relationships with Aboriginal and Torres Strait Islander people and organisations, it’s a workplace where everyone’s welcome.  We offer;

• Dynamic Team Culture
• Balance Life and Work through our Flexible Ways of Working
• Competitive salary
• Quarterly Incentive program
• Discounts on your energy bills for you, your friends and family
• Recharge and relax with one extra day of leave each year (we call them recharge days)
• Volunteer days off to help charities make a difference through volunteering
• We offer 20 weeks paid parental leave that’s completely gender-equal
• State-of-the-art offices with stunning water views in Geelong and the Melbourne location is only 3–4-minute walk from Southern Cross station

If you’re ready to ‘ light the way’ towards your next career move, click the 'Apply’ button & complete the online application form. If you have any questions, please contact Cat Rockett via phone on 03 8561 8874 or via email to catherine.rockett@chandlermacleod.com.
 
At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.