As part of our client's Brand, Marketing and Customer Channels group, the Customer Channels team provides customer experience and service support to the organisation's Retail division, geared to deliver critical services and strategies to drive business growth and innovation. The team's customer service expertise is core to the success of the local Contact Centre, enabling our client to remain a leader in the energy arena.
You will be responsible for positive customer interactions and to provide all levels of support including an exceptional and seamless experience, confident product knowledge and expert energy advice.
You will consistently promote energy plans, products and services via telephone, written and face-to-face channels to ensure our client continues to succeed as the regions go-to energy retailer.
**KEY RESPONSIBILITIES**
- Manage customer experience via an Inbound Contact Centre.
- Move seamlessly between various channels and support customer interactions within telephone, written and face-to-face channels as required.
- Ensure compliance against core Contact Centre processes of Privacy, Life Support, customer acquisition, payment and billing enquiries.
- Confidently promote plans, products and services.
**QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE**
- Experience in customer services
- Experience writing documents and letters, this includes the correct use of grammar and punctuation.
- Ability to conduct basic mathematic calculations and interpret numerical information for customers
- High level computer skills, the ability to use customer management systems and experience with Microsoft Office.
**SKILLS AND ATTRIBUTES**
- Attention to detail. Examine issues thoroughly, using information gained to identify details important to the matter at hand, monitoring work to ensure accuracy.
- Sound written, grammar and punctuation for written responses.
- Sound mathematical skills to provide customers with correct billing information and calculations.
- Customer centred orientation.
- Resilience. Manage and cope with potentially high levels of pressure relating to change, balancing timelines, project dependencies, resources, virtual teams and cultural influences.
**WHAT IS IN IT FOR YOU**
- Flexible working arrangements
- Attractive hourly rate - $32.93 per hour including casual loading plus 10.5% superannuation.
- Great opportunity to learn and grow with our client
- Training provided