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Customer Service Officer

1 month ago

Fortitude Valley, Australia Tally Group Full time

The role:
This is an exciting position for someone who wants the opportunity to make an impact in a high-growth company, while learning from industry experts in the technology and energy sector.

Role Duties:

- Follow established work practices and promote and maintain safety in the workplace.
- Negotiate payment arrangements with outstanding debtors for domestic and smaller commercial and industrial customers.
- Make simple adjustments to customer accounts in accordance with client credit control arrangements.
- Arrange appointments for customer service work on behalf of clients.
- Process journals relating to disconnect/reconnect fees and charges.
- Make outbound customer calls regarding appointment confirmation and debt.

Relationships:

- You will report to the Call Centre Team Leader and be required to work with minimum supervision in making decisions related to servicing customers.
- You will be an active and enthusiastic team member and contribute to the achievement of quality, time, customer service and cost objectives.
- You will be capable of identifying improvement opportunities and participate in process improvement, customer survey and other team activities.

You will work closely with:

- Customers regarding requests Billing, Payments, Service Management, Credit and Support in assisting general customer requests.
- Your Team Leaders for technical and policy information (as required).

Critical Competencies:

- Previous Experience within a utility industry.
- 3+ years Contact Centre experience.
- Teamwork - Ability to quickly establish and maintain co-operative and productive working relationships with others in a team environment.
- Customer Orientation - Clearly define, meet, and exceed client’s requirements as part of performance targets.
- Initiative - Ability to independently recognise and respond to problems or opportunities accordingly without direction, demonstrating your initiative in promoting products and services to encourage new business.
- Communication - Ability to communicate and gain acceptance/support from internal and external stakeholders.
- Adaptability - Accommodate changes in the environment, organisation, culture, rules, values, technology, and responsibility.

Special Requirements and Working Conditions:

- Participate in our roster (could be scheduled to work between 7am - 7pm Monday to Friday).
- Must be willing to learn new skills via cross-training, on-the-job coaching, job rotation etc.

Pay: $52,000.00 - $60,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Fortitude Valley, QLD 4006: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Inbound call centre: 1 year (preferred)
- Outbound call centre: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Authorisation:

- Australia (required)

Work Location: Hybrid remote in Fortitude Valley, QLD 4006