Customer Service/call Taker

4 weeks ago

Mitcham, Australia IPA Personnel Services Full time

**ABOUT THE COMPANY**

Our client is one of the largest essential services providers in Australia and New Zealand. They proudly provide the services that keep infrastructure working for our communities. They have a diverse and proud heritage combined with a track record for delivering the best outcomes for their clients and the communities in which they operate. With an unwavering focus on safety, they operate around the clock to get the job done. This position Is located in Mitcham.

**ABOUT THE ROLES**

Working within their contact centre for their client
**Yarra Valley Water**, these multiple roles are part time casual with a mix of Day and Night shifts available. There are two different roles available:
**Customer Service Interaction Consultants**
- DAY SHIFT HOURS - Mon - Fri 7am - 3pm & Mon - Fri 6am - 12pm_
- Overview:_ Taking inbound emergency fault calls and logging onto the system

**Duties**:

- Prioritise and communicate work requests including client/customer escalations and commitments to internal and external stakeholders and update client/customer on work order progress via phone or specific systems as required
- Ask appropriate questions to understand the issue, capture the correct information and log all details accurately
- Tailor each customer interaction to the individual customer needs and manage the customer expectations
- Make smart and timely escalation decisions about issues which pose a risk to safety, property or asset damage or reputational risk

**ABOUT YOU**
- Previous Contact Centre experience required - ideally from a Utilities Industry such as Water, Gas, Electricity OR Emergency Services ie. Ambulance,CFA etc
- Have experience in a **high volume**, challenging role where a sense of urgency is required
- Expertise in planning, implementing and managing maintenance activities an advantage
- Strong Communication skills
- Ability to multi-task several competing priorities at the same time
- Outcome driven, complex problem solver
- Strong systems experience including MS Office and Maintenance Management Systems an advantage

If you are passionate about providing excellent service and like a role with challenge and responsibility, then

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