Customer Engagement Specialist

1 week ago

Joondalup, Australia Probe CX Full time

At Probe CX, we are fueled by enthusiasm, motivated by inquiry, and guided by a mission to enhance our services. We embrace challenges and strive for excellence in all that we do. With a diverse clientele across the Pacific, Asia, and North America, we are committed to innovative thinking and achieving remarkable outcomes. Our ongoing growth is a testament to our dedication to continuous improvement.

About the Role

In the position of Customer Solutions Specialist, you will collaborate with a leading electricity provider in Western Australia, assisting customers through various scenarios. Your skills will be vital in effectively managing the processes of service disconnection and reconnection, addressing inquiries related to new service connections, solar energy solutions, and billing issues, as well as overseeing payment arrangements, direct debit management, and meter readings.

Key Responsibilities:

  • Manage inbound and outbound communications within designated timeframes.
  • Facilitate payment arrangements for customers.
  • Oversee customer direct debit transactions.
  • Ensure adherence to quality standards.
  • Maintain attendance in accordance with company policies.
  • Achieve other key performance indicators as required.

Position Details:

  • Work schedule: Monday to Friday, 7:00 am to 7:15 pm on a rotating roster (no weekends or public holidays).
  • Multiple full-time positions available (38 hours per week).
  • Comprehensive training program: 12 days of training followed by 6 weeks of hands-on support.
  • Hybrid working model after training completion.
  • Must be based in Australia.

About You:

We welcome candidates from diverse backgrounds, whether you are new to customer service or have prior experience in contact centers. Your ability to establish authentic connections over the phone and maintain compliance standards is essential. You are committed to providing outstanding customer experiences, even when faced with complex inquiries. Your adaptability and eagerness to learn will make you a valuable member of our team. Proficiency in technology and effective multitasking are key attributes.

To Succeed in This Role, You Will:

  • Build strong relationships with customers over the phone, consistently delivering exceptional service.
  • Adhere to strict compliance standards.
  • Effectively manage and resolve complex inquiries.
  • Exhibit resilience and flexibility in all customer interactions.
  • Utilize technology competently while multitasking and actively listening.
  • Complete a National Police Clearance.
  • Possess full work rights in Australia for a minimum of 12 months.

What We Offer:

  • Extensive paid training.
  • A diverse and inclusive workplace that values collective strengths.
  • Unlimited access to a trusted mental health and wellbeing platform.
  • Join a multi-award-winning organization with over 40 years of successful customer experience.

Our Commitment:

Probe CX believes that our company's strength lies in the diversity and talent of our people. We are dedicated to fostering an inclusive culture that embraces individuals from all backgrounds. We create an environment where different perspectives are valued, allowing everyone to thrive.

At Probe CX, equality is more than a principle; it is our way of life. We celebrate your unique, authentic self and appreciate every individual's contribution to our shared success.

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