Customer Service Representative

3 weeks ago

Melbourne, Victoria, Australia Viva Energy Australia Full time

We are seeking a skilled Customer Service Representative to join our Commercial Team at Viva Energy Australia. This key role is focused on delivering an exceptional experience to our Commercial customers through various communication channels.

The Customer Service Representative will be responsible for 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.

Key responsibilities include:

  • Resolving customer queries through active listening and understanding of the end-to-end process for our customer base.
  • Cross-selling and up-selling opportunities, such as moving customers from inbound voice calls to our self-serve platforms.
  • Maintaining accurate records of customer information and relevant actions in supporting systems, such as Salesforce (CRM).
  • Reviewing current processes to improve customer experience and making recommendations for improvement.
  • Adhering to key performance indicators.

Qualifications include:

  • 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 organizational 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 organizational and time management abilities
  • Demonstrated experience in using computerized information systems, applications and online resources.
  • Strong self-management skills including the ability to work autonomously and prioritise own workload and deliverables

We welcome applicants from diverse backgrounds and encourage and support diversity in our traditional and non-traditional roles.

At Viva Energy Australia, we believe flexibility is the new normal. We are open to flexibility options including hybrid, part-time, job-share and flexibility in start and finish times.

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