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Customer Contact Officer

4 months ago

Frankston, Australia Chandler Macleod Full time

**Location**
***
- Frankston, Victoria**Category**
***
- Call Centre**Salary**
- $32.72 AUD - $32.72 AUD Hourly**Posted**
- 24-Aug-2023**Work type**
- Full Time**Contact**
- Nimmy De Silva**Reference**
- BH-149913**Customer Service Officers**

Are you a customer-focused individual with a passion for delivering exceptional service? Are you seeking a challenging role that offers flexibility and the opportunity to make a real impact? Join our team as a Customer Contact Officer for Faults & Emergencies with our highly sought client.

**Company Overview**:
Our client is a leading utility company dedicated to providing water services to the community. Their mission is to delight customers now and into the future by ensuring reliable water supply, protecting the environment, and supporting our community. As a Customer Contact Officer, you will play a crucial role in maintaining customer trust and reputation while assisting customers with water service issues.

**Position Details**:

- Contract duration: 12 months, with the potential for permanent employment for high-performing individuals.
- Training: The first 4-5 weeks of training will be provided in our Frankston office on a full-time basis. Following training, initial 3 months will be office based, transition to hybrid 1-2 days from office following this.

**Key Responsibilities**:

- Utilize effective questioning techniques to understand customers' needs and diagnose water service issues accurately.
- Provide appropriate solutions and remedial advice to customers, ensuring a high level of customer satisfaction.
- Log and prioritize jobs, dispatching them to maintenance contractors promptly and in accordance with established policies.
- Monitor critical alarms to ensure the performance and safety of assets, contractors, and the community.
- Offer after-hours support to external business clients, including phone calls, alarm monitoring, escalation of alarms, and job dispatching.
- Communicate timely updates to customers affected by water service interruptions, minimizing the impact through effective planning.
- Continuously update and maintain customer information in accordance with data integrity policies and procedures.
- Employ efficient call management techniques to minimize escalations and maximize productivity.

**Skills, knowledge & experience required**
- High level of customer service and experience in a fast-paced environment
- High level of attention to detail
- Intermediate computer skills and typing speed with high accuracy.
- Excellent communication skills and ability to build rapport and establish professional relationships.

**Must haves**
- Agility and flexibility to adjust to changing priorities.
- High level of availability and willingness to work across varying shifts/hours.
- Highly motivated and strong work ethic

**Hours of work/requirements**
- These roles will cover the Faults and Emergencies line from 6am - 9.30pm Mon - Sunday (overnight work opportunity is slim)
- Full Time shift hours often work across 6am - 2.30pm and 2.30pm - 9.30pm
- Part -timers fill gaps in 4/5hr shifts.
- The key requirement for the team is flexibility to work various hours that may be offered, sometimes at short notice. These positions are suited to people who are hungry for hours with a need for flexibility.
To apply, please submit your resume outlining your relevant experience