Customer Service Officer

1 week ago

Ballarat, Victoria, Australia Boost recruitment Full time

Job purpose:

  • Manage the first level of inbound contact with the customer and deliver the first level of response to customer requests, issues and bookings
  • Attend to enquiries, provide information, and request follow ups to ensure customer expectations are met
  • Undertake general administrative tasks including the maintenance of customer database and customer service files

Duties & Responsibilities:

Customer Service

  • Assist with customer issue resolution and log customer issues, complaints and requests for cancellations in the CRM database and ensuring they are assigned or escalated to the right function for resolution
  • Provide information to customers in accordance with Veolia policy and procedure
  • Ensure messages are passed on to the appropriate person/division in an efficient manner

Working Relationships (Internal/External):

  • Maintain effective working relationships with other members of the team as appropriate
  • Ensure Manager is kept informed of issues
  • Attend and participate in regular team meetings
  • Maintain an effective relationship with external parties as necessary
  • Assist external parties as directed in accordance with your role

Administration:

  • Follow administrative procedures as instructed
  • Complete paperwork and reports as required and follow administrative procedures in accordance with Veolia guidelines
  • Ensure the Customer Database (CRM) records are maintained accurately and efficiently
  • Record any comments or issues that may require further investigation. Inform Manager/Supervisor accordingly
  • Ensure filing and archiving tasks are undertaken in accordance with Veolia guidelines and procedure

Other Requirements:

  • Prepare and provide information on tasks to other stakeholders as instructed
  • Undertake other duties in accordance with your position and Veolia policy and procedure, as directed by Supervisor/Manager

Veolia's Integrated Management System:

  • Comply with the Responsibilities, Authorities and Accountabilities defined by the Veolia's Integrated Management System

Skills & Experience:

Qualifications:

  • Certificate III in Business (Customer Contact), or equivalent workplace experience

Experience:

  • Demonstrated experience within a busy telephone customer service centre and demonstrated success in achieving and exceeding individual and team KPI's

Skills:

  • High level communication Skills (Written & Verbal)
  • Effective interpersonal skills, including ability to clarify and resolve customer service issues
  • Highly developed customer focus
  • High attention to detail and follow up
  • Effective team skills and the ability to work well independently
  • Excellent organising and time management skills


 IT Competence
  • Microsoft Office skills (Word, Excel)

Preferred:

  • SAP

Required Licenses:

  • Driver's license (preferred)

Corporate Values:

As a member of the Veolia group, you will be committed to the principle of sustainable development.

Your actions will be consistent with the values below in order to deliver on our objective of develop a sustainable future:

  • Responsibility
  • Solidarity
  • Respect
  • Innovation
  • Customer Focus

Always Safe Charter:

Veolia's Always Safe core values are underpinned by our Always Safe Charter. It encompasses 8 mandatory rules to assist all employees in achieving these core values.

We ask that each employee makes a pledge to always:

  • Wear the appropriate PPE;
  • Operate vehicles, plant and equipment within defined limits;
  • Ensure you have the appropriate competencies and qualifications to carry out your work;
  • Care for the environment;
  • Abide by Veolia and specific client procedures;
  • Work in a fit condition, free from the effects of fatigue, drugs and alcohol;
  • Look out for your own safety and the safety of others; and,
  • Treat others with dignity and respect.
Your demonstrated and ongoing commitment to the Veolia Always Safe Charter is essential.

Physical Requirements:

The Key Physical Demands listed below are a guide to the inherent requirements for a Customer Service Officer position

Classification - Light (Maximum lift 9kg with frequent 4.5kg lift/carry)
Occasional: - 33% of work time, 9-32 repetitions

  • Forward reaching to inner and outer ranges
  • Forward reaching at waist height to inner and outer range
  • Bending
  • Pushing/pulling
Frequent: 34-66% of work time, repetitions

  • Climbing stairs
  • Neck flexion
  • Trunk rotation
  • Standing
  • Walking
Constant: 67-100% of work time, 200+ repetitions

  • Sitting
  • Keying
  • Telephone use

Job Type:
Casual

Salary:
$37.95 per hour

Schedule:

  • 8 hour shift
  • Day shift

Ability to commute/relocate:

  • Ballarat,

VIC:
Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

  • Australia (required)

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