Job Type: Maximum Term (No longer than 2 years)
Job Category: Customer Service
We're building a talent pool for short to medium-term opportunities in our Contact Centre – and we want YOU to be part of it.
About Icon Water
Icon Wateris an iconic Canberra business with a history ofproviding essential services to Canberra for over 100years.
Icon Water is a purpose driven organisation where everyone contributes to our core business, ensuring high quality drinking water and sustainable wastewater treatment.
Icon Water's culture is driven by our values of care, connection, community and courage. These are values we see in action every day as we challenge ourselves to meet the expectations of our community.
Job Description
Want a job that keeps Canberra flowing AND makes a real impact?
Join Icon Water and help power the essential services that keep our city running
About the Role
As a Customer Support & Dispatch Officer, you'll be the friendly voice and problem-solver for our customers.
Our contact centre operates 24/7, 365 days a year, so flexibility is key
You'll handle everything from general enquiries, technical troubleshooting, faults and emergency to dispatching to field crews.
Responsibilities include:
* Answering technical questions and providing product information.
* Processing applications and troubleshooting problems.
* Building, dispatching, and updating field jobs.
* Triaging and logging complex complaints and enquiries.
* Maintaining accurate records and ensuring compliance with service KPIs.
Key Responsibilities
* Manage inbound and outbound customer calls, emails, and online contacts.
* Process, prioritise, and monitor work orders using WAM and MWM systems.
* Validate data and administer follow-on work requests.
* Provide remote planning support for network maintenance and emergency works.
* Escalate emergency situations as per defined processes.
* Deliver administrative support across Icon Water, applications, and customer notifications.
What We're Looking For
* Proven ability to deliver exceptional customer service.
* Strong computer skills and experience with IT systems.
* Good understanding of Icon Water's products, services, and procedures.
* Excellent communication and interpersonal skills.
* Ability to prioritise problems and develop effective solutions.
Why You'll Love It Here
* Make a difference : Support Canberra's essential water and wastewater services.
* Awesome perks : Generous conditions + FREE gym membership.
* Growth opportunities : Learn, develop, and thrive in a dynamic environment.
* Team vibe : Work with passionate people who care about what they do.
Ready to dive in? Apply now and be part of something bigger
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