The role:
This is an exciting position for someone who wants the opportunity to make an impact in a high-growth company, while learning from industry experts in the technology and energy sector.

Role Duties:

• Follow established work practices and promote and maintain safety in the workplace.
• Answer customer’s general enquires including applications for supply, meter reading requests, consumption, debt, tariff, and other customer service enquires.
• Negotiate payment arrangements with outstanding debtors for domestic and smaller commercial and industrial customers.
• Make simple adjustments to customer accounts in accordance with client credit control arrangements.
• Arrange appointments for customer service work on behalf of clients.
• Process journals relating to disconnect/reconnect fees and charges.
• Make outbound customer calls regarding appointment confirmation and debt.

Relationships:

• You will report to the Call Centre Team Leader and be required to work with minimum supervision in making decisions related to servicing customers.
• You will be an active and enthusiastic team member and contribute to the achievement of quality, time, customer service and cost objectives.
• You will be capable of identifying improvement opportunities and participate in process improvement, customer survey and other team activities.

You will work closely with:

• Customers regarding requests Billing, Payments, Service Management, Credit and Support in assisting general customer requests.
• Your Team Leaders for technical and policy information (as required).

Critical Competencies:

• Previous Experience within a utility industry.
• 3+ years Contact Centre experience.
• Teamwork - Ability to quickly establish and maintain co-operative and productive working relationships with others in a team environment.
• Customer Orientation - Clearly define, meet, and exceed client’s requirements as part of performance targets.
• Initiative - Ability to independently recognise and respond to problems or opportunities accordingly without direction, demonstrating your initiative in promoting products and services to encourage new business.
• Communication - Ability to communicate and gain acceptance/support from internal and external stakeholders.
• Adaptability - Accommodate changes in the environment, organisation, culture, rules, values, technology, and responsibility.

Special Requirements and Working Conditions:

• Participate in our roster (could be scheduled to work between 7am – 7pm Monday to Friday).
• Must be willing to learn new skills via cross-training, on-the-job coaching, job rotation etc.

Job Type: Full-time
Pay: $55,000.00 – $60,000.00 per year

Ability to commute/relocate:

• Fortitude Valley, QLD 4006: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Inbound call centre: 1 year (Preferred)
• Outbound call centre: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Authorisation:

• Australia (Required)

Work Location: Hybrid remote in Fortitude Valley QLD 400

• Follow established work practices and promote and maintain safety in the workplace.
• Answer customer’s general enquires including applications for supply, meter reading requests, consumption, debt, tariff, and other customer service enquires.
• Negotiate payment arrangements with outstanding debtors for domestic and smaller commercial and industrial customers.
• Make simple adjustments to customer accounts in accordance with client credit control arrangements.
• Arrange appointments for customer service work on behalf of clients.
• Process journals relating to disconnect/reconnect fees and charges.
• Make outbound customer calls regarding appointment confirmation and debt