Customer Solutions Specialist

3 weeks ago

Perth, Western Australia Synergy Full time

At Synergy, we're investing $3 billion in large-scale renewables development to create a more sustainable future for Western Australia.

We deliver secure electricity to homes and businesses throughout the Southwest Interconnected System (SWIS) from Coral Bay in the north, to Kalgoorlie in the east, and to Esperance in the south.

This role is a supportive and customer solutions-focused opportunity in our Customer Business Unit based at our Perth CBD office.

The purpose of this role is to provide exceptional customer service, professionalism, and empathy, and support Synergy's vulnerable customers through phone and face-to-face contact that empowers and educates them to manage their energy needs and improve energy literacy.

Key Responsibilities:

  • Delivering exceptional one-to-one case managed services providing support to vulnerable customers experiencing financial hardship.
  • Manage inbound and outbound calls from customers.
  • Process customer hardship assessments: negotiate instalment plans and payment deferrals, contacting customers to guide them through Synergy's credit and payment processes.
  • Educate customers on managing their energy needs.
  • Provide referrals and process customer applications to supporting programs, such as the Hardship Utility Grant Scheme (HUGS).

Requirements:

  • High School or Business certificate or recognised prior learning (equivalent credit management or Customer Service experience).
  • Sound experience working in a position where adherence to processes, quality, and compliance standards is of utmost importance.
  • Ability to work both autonomously and collaboratively as part of a team.
  • Experience managing stakeholder relationships.
  • Proven experience working in a customer services role in a busy call centre environment.

What We Offer:

  • Flexible work arrangements.
  • Professional Development Opportunities.
  • Purchased Annual Leave.
  • Best practice parental leave.

Our employees have a choice to work for Synergy and it's a choice we respect and value. In addition to our focus on creating a greener future, Synergy is committed to its 'people-first' culture and providing an exceptional place to work where our people experience a sense of belonging and have opportunities to learn and grow.

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