Contact Centre Officer

at  Hudson Australia

Hudson is excited to partner with South East Water in the recruitment of a Customer Excellence Officer. If you’re passionate about customer service, thrive in a fast-paced environment, and want to make a difference, this could be the perfect role for you. Join a forward-thinking organization where customer satisfaction and environmental sustainability go hand in hand.

ABOUT THE ROLE

As a Customer Excellence Officer, you will be at the forefront of delivering outstanding customer experiences. Reporting to the Customer Excellence Team Leader, your role will involve providing expert advice and support to customers across a range of channels including phone, email, live chat, and digital metering. Your work will be crucial in ensuring South East Water delivers its vision of “delighting our customers now and into the future.”

KEY RESPONSIBILITIES

• Deliver exceptional customer service via Omni-channels, addressing enquiries related to accounts, payments, water usage, and metering.
• Build rapport and trust with customers, using effective questioning to understand their needs and provide tailored solutions.
• Take ownership of customer interactions, following through on resolving queries and ensuring all actions are recorded accurately.
• Proactively educate customers about future needs, improving their overall experience.
• Update and maintain customer information, ensuring data integrity.
• Work collaboratively within a high-performing team, contributing to process improvements and sharing best practices.
• Maintain a customer-first approach, helping achieve South East Water’s goals of customer satisfaction, trust, and positive reputation.
• Ensure compliance with regulatory, privacy, and safety standards in every interaction.