Job Details
  • Reference398774A_1663718908
  • LocationMelbourne
  • SalaryUp to AU$64926 per annum + + Super
  • Job TypeFull Time
  • Posted4 days ago
  • ConsultantVedangi More
Key purpose of this role (and team):

To deliver a positive customer and employee experience through the provision of effective solutions that meet customer needs and business objectives. This role will be required to answer direct requests/enquiries from customers via inbound calls and escalated calls from Customer Care, identifying and resolving customer needs on first point of contact where possible, or through effective case management where necessary.

Key accountabilities of this role:

  • Respond to inbound telephone enquiries and provide timely, courteous and professional customer service by identifying and resolving customer needs and acting to provide the best and most appropriate product/service.
  • Resolving customer requests/enquiries on first point of contact wherever possible and keep customers up to date with progress of any escalated or transferred enquiries.
  • Ensure escalated customer enquiries and complex system and process issues are resolved through thorough investigation and strong questioning techniques and appropriate reporting to minimise any further escalation.
  • Committed to the disciplines of the CS Operating Model and adherence to the Best Practice Procedures (BPP's)
  • Promote value added products and services by providing advice and offering additional products and services that may be of value to the customer.
  • Work with the Centre leadership team to identify personal skill gaps and actively participate to strive towards the overall performance of the Centre.
  • Maintain a strong personal commitment to the development and demonstration of the Self Leadership Capabilities.
  • Keep fully informed of the introduction of new products, policies, promotions, procedures and support the smooth implementation of all changes within the centre.
  • Develop and maintain effective, supportive and reliable communication and professional working relationship with other departments and team members.
  • Ensure that all Health, Safety and Environment Systems and goals are introduced and adhered to while meeting the organisations policies and standards
Qualifications, key skills, and experience required:
  • Previous experience in customer service and/or sales focused role is desirable.
  • Experience in conflict resolution and complaint management is essential.
  • Experience with cross selling / value adding or sales is essential.
  • Prior experience in a highly monitored and structured environment is advantageous.
  • Computer literacy in internet and Microsoft Office.
  • Vocational education in Business or Call Centres would be highly regarded.
  • Dispute Resolution: ability to approach conflict and disputes in a constructive manner that considers the interests and needs of others and looks for solutions in which both sides gain
  • Customer Service: Effectively responding to external customer queries either in verbal or written form and accurately completing all necessary follow up actions
  • Interpersonal skills: The ability to notice, interpret and anticipate others concerns and feelings and to communicate this awareness empathetically to others. It is the ability to adjust your approach accordingly to deliver business outcomes in a people focused way.
  • Negotiation skills: The ability to confer with internal and external stakeholders to come to an agreement that provides optimum outcomes for the business.
  • Written and verbal communication: process of sending and receiving messages via various mediums. Involves transferring a message and ensuring the message is received and fully understood by the receiver.
  • Ability to adapt the sales process to each size, type and style of customer to provide beneficial solutions, persevering in the face of setbacks and challenges
  • Resilience: Able to maintain composure when faced with difficult or challenging situations
  • Deep Understanding/ Highly Competent
  • Industry knowledge including regulations and industry operations
  • Process Knowledge: awareness and knowledge of systems and processes that support retail energy
  • Ability to talk and type with a moderate data entry speed and high accuracy
  • Office Technology: demonstrates the effective use of supporting software and applications relevant to the job role
  • Understanding/ Competent/ Basic Skill
  • Planning and Organisation: The ability to define, track and maintain your goals
  • Risk Management appreciation
  • Business Acumen: understanding of key business drivers for performance and use of sound business practices.
  • Continuous process improvement

Please get in touch for more details or CLICK APPLY!

Referrals are always more than welcome!

In case of questions you can get in touch with Vedangi More via phone or email

P: 0469 889 351


Applications close 20/10/22