Senior Customer Service Representatives

7 days ago

City of Parramatta Council, Australia DFP Recruitment Full time
  • Parramatta – 3-month full-time office training, then flexible working (3 days in office, 2 days from home)
  • $79,121.37 + 11.5% super + annual leave loading + monthly RDO
  • Intakes in April and May
  • 12-month Fixed Term Contract with strong potential for permanency
Why Join Sydney Water?
Sydney Water is shaping the future of water services for Greater Sydney. As Australia's largest water utility, Sydney Water provides essential services to 5.3 million people and is committed to sustainability, innovation, and customer satisfaction. With significant investment planned over the next decade, this is an exciting time to be part of their team.

About the Role:
As a Senior Customer Service Representative, you will be the first point of contact for customers, handling enquiries related to accounts, billing, and service requests. You will play a key role in delivering high-quality customer service while working in a dynamic and supportive team environment.

Key Responsibilities:
  • Responding to complex enquiries related to individual circumstances in a professional and customer service-focused manner
  • Providing accurate and consistent advice and information as per organisational processes and standards to ensure optimal service delivery and put the customer at the centre
  • Manage 30-50 inbound customer enquiries daily, with some email correspondence.
  • Navigate multiple systems to efficiently resolve enquiries and triage calls.
  • Maintain a customer-focused approach, meeting KPIs such as schedule compliance, average handling time (AHT), quality assurance, and customer satisfaction.
What We Offer:
  • Comprehensive Training & Support: 4-week structured onboarding, classroom learning, and dedicated buddying.
  • Work-Life Balance: Hybrid working (after initial training) and monthly RDO.
  • Engaging Team Culture: A positive and evolving workplace with recognition programs and team engagement activities.
  • Career Progression: Potential to transition into a permanent role based on performance.
  • Employee Benefits: Annual leave loading, wellbeing programs, and career development opportunities.
About You:
  • Previous experience in a high-volume contact centre environment is essential
  • Strong multitasking skills, with the ability to navigate multiple systems
  • Excellent verbal and written communication skills, with a customer-first mindset
  • Ability to remain calm, empathetic, and solutions-focused in challenging situations
  • Adaptability and openness to feedback, with a drive for continuous improvement
Additional Requirements:
  • Must be eligible to work in Australia.
  • Successful completion of pre-employment checks, including a national police check and two professional references.
How to Apply:
If you are passionate about customer service and want to be part of a team that makes a difference, we'd love to hear from you

Please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or reach out to Leonnie Smith on lsmith@dfp.com.au or 02 9200 3684.

Join Sydney Water and contribute to shaping the future of water services for our community

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds, and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP processes your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.

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