Customer Service Representative

2 weeks ago

Perth, Western Australia Synergy Full time

About the Role

The Customer Service Representative will provide exceptional customer service, professionalism, and empathy to support Synergy's vulnerable customers.

The purpose of this role is to empower and educate customers to manage their energy needs and improve energy literacy.

Key Responsibilities

  • Deliver 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.
  • Empower customers to take control of their energy needs and educate to improve customer energy literacy.
  • Provide referrals and process customer applications to supporting programs, such as the Hardship Utility Grant Scheme (HUGS).

What You'll Bring

  • Completion of 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 the utmost importance.
  • Robust 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 working environment.

What We Offer

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

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.

We understand that it is important for our workforce to reflect the diversity of the community in which we operate. We are proud to be recognised as an inclusive employer since by the Diversity Council of Australia.

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