Energy Solutions Expertise

4 weeks ago

Melbourne, Victoria, Australia Viva Energy Full time

Viva Energy is a leading retail, industrial, and energy business that has been helping Australians reach their destinations for over 120 years.

We're committed to supporting Australia's evolving energy and convenience needs, and our recent acquisitions of Coles Express and OTR have enabled us to provide Australians with outstanding convenience.

At the heart of our plans is people power - people who want to grow and evolve with us, people with new perspectives, energy, and passion to drive Viva Energy and their careers forward.

We value diversity and are a great place to be yourself. We believe in our people, trust in their positive intentions, and empower everyone to amplify their voice across the business.

We've been awarded the WGEA Employer of Choice for Gender Equality for the past five years, highlighting that we're driven by our people and committed to making Viva Energy reflect the ever-changing face of Australia.

We're seeking an Energy Solutions Expertise to join our Commercial Team, delivering an exceptional experience to our Commercial customers who interact with Viva Energy via various communication channels.

This is a key role focused on delivering an exceptional experience to our Commercial customers, and we're looking for someone who can take inbound telephone calls or emails from Viva Energy customers in relation to placing fuels, lubricants, and chemicals orders, product and pricing inquiries, product returns, invoice, and billing enquiries.

The primary role of the Energy Solutions Expertise is to take inbound telephone calls or emails from Viva Energy customers, and a high proportion of customer queries can be resolved immediately. However, some interactions require follow-up and/or investigation, and the Energy Solutions Expertise is responsible for completing the life cycle of the query by engaging with other stakeholders or colleagues to help resolve.

As the voice of Viva Energy, the Energy Solutions Expertise will assist customers by proactively solving their issues through active listening and understanding of the end-to-end process for our customer base.

**Responsibilities:**

  • Taking inbound telephone calls or emails from Viva Energy customers in relation to placing fuels, lubricants, and chemicals orders, product and pricing inquiries, product returns, invoice, and billing enquiries.
  • Resolving customer queries immediately or completing the life cycle of the query by engaging with other stakeholders or colleagues to help resolve.
  • Assisting customers by proactively solving their issues through active listening and understanding of the end-to-end process for our customer base.
  • Cross-selling and up-selling where appropriate, such as moving customers from inbound voice calls to our self-serve platforms.
  • Maintaining an accurate record of customer information and relevant actions in supporting systems, such as Salesforce (CRM).
  • Ongoing review of current process to improve to ensure our customers have a positive experience.
  • Making recommendations for improvement based on customer insights.
  • Adhering to all key performance indicators.

**Qualifications:**

  • MS Office Suite Intermediate
  • ERP systems (JDE preferred): Intermediate
  • CRM systems (Salesforce preferred): Intermediate
  • Telephony systems (Amazon Connect preferred): Basic to Intermediate
  • Demonstrated understanding of, commitment to, and alignment with our service values
  • Demonstrated commitment to outstanding customer service and the improvement of the customer's experience.
  • A demonstrated record of role modelling organisational values and appropriate behaviours to create a positive and accountable team culture.
  • Well-developed written, verbal, and interpersonal skills and a track record of working collaboratively across an Organisation.
  • Ability to use initiative and to problem-solve.
  • Strong organisational and time management abilities
  • Demonstrated experience in using computerised information systems, applications, and online resources.
  • Strong self-management skills, including the ability to work autonomously and prioritise own workload and deliverables.

**Estimated Salary:** $60,000 - $80,000 per annum, depending on experience

**Benefits:**

  • We welcome applicants from diverse backgrounds, including Aboriginal and Torres Strait Islander people.
  • We're open to flexibility options, including hybrid, part-time, job-share, and flexibility in start and finish times.
  • We're happy to explore what this could look like for you during the recruitment process.

**Location:** Viva Energy Australia

**Work Type:** Part-time, 3 days a week

**Contact Information:** Please note that we will not be accepting applications via external recruitment agencies.

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