Job Details
  • Reference402977A_1673309176
  • LocationFrankston
  • SalaryUp to AU$30 per hour
  • Job TypeContract
  • Posted27 days ago
  • ConsultantCatherine Rockett
Customer Service Consultant

Pay Rate $30.95 per hour plus super

  • 3 casual roles available (1 x FT casual hours 38 hours, 2 x PT casual 20 hours minimum with the requirement to accept further shifts there is high likelihood you will work close to full time hours weekly
  • Frankston Location (Hybrid working model)
  • Full flexibility required across a 24hour roster over 7 days - you must be able to work early shifts, late finishing shifts, full weekend availability, public holidays and through the Christmas and Holiday period

Chandler Macleod is proud to partner with our client, South East Water, who are a strong leader within the Water Industry. We are currently looking to assist the with expanding their Faults and Emergency Contact Centre team. This is an exciting opportunity for a technically minded and focused individual who is ready to take the next step in their Customer Service career. This casual role will be based within their office based in Frankston.

Working within the technical services team your primary purpose for your role will to provide the highest level customer service support to consumers and commercial clients. Positive, engaging and enthusiastic by nature the role will see you coordinate job allocation to contractors to meet the expectation of customers that have called the Emergency and Faults line. You will have the ability to priories customer needs and action requests as needed.

You will be managing:
  • Customer telephone enquiries, fault diagnosis, remedial advice and job logging 97% of calls answered within 30 seconds.
  • Customer email enquiries, fault diagnosis, remedial advice and job logging
  • Customer internet enquiries, fault diagnosis, remedial advice and job logging
  • Dispatch jobs to contractors and crews
  • Monitor SCADA alarms and alerts
  • Update customer contact details in SalesForce
  • Notify customers of water interruptions via SalesForce
  • Address additional Business telephone calls, emails, alarms and alerts as above

Who we're looking for:
  • People who have Inbound Customer Service experience within a contact centre
  • Proven experience in providing first call resolution
  • Positive candidates who have high levels of resilience and can provide service excellence to each caller
  • People who can pick up new processes and systems quickly
  • Someone who can think on their feet
  • Excellent listening skills and positive communication skills
  • Demonstrated ability to meet KPI's
  • You will have a good home internet connection (NBN) for when the role transitions to the Hybrid model.

Successful candidates must be able to commence on Monday 6th February 2023 and be flexible to work a minimum of 20 hours up to 38 hours over a 24/7 rotating roster after training is completed. Whilst the 20 hours is being offered as a minimum for 2 positions and 38 hours for 1 position, it is a requirement that you are fully flexible to be on call on the days you aren't on shift to take on more shifts to assist when there is an increase in workload or a need to cover leave periods.

Training will be completed over a 4 week period from the 6th February 2023 and will be based in the office in Frankston. Training will be 9am - 5pm, Monday to Friday - this is a non-negotiable as there will be a team of new starters training together. Your first 6-8 weeks will be office based, Monday to Friday until you are settled in the role, the role will then flip to Hybrid working model.

You will be expected to complete pre-interview screening link within 48 hours of receiving the link to ensure you are giving yourself the best chance of being selected for face to face interviews to commence as a priority.

Full training and ongoing technical support will be provided! Attractive hourly rate! Weekend/Evening/Public Holiday shifts will apply relevant shift allowances.

A clear background check will be required for you to be considered for this role which we will complete with you following on from a successful client interview.

If you are interested in this position, please APPLY ONLINE today!

**Please note only shortlisted candidates will be contacted** CM123W