Customer Service Provider

2 days ago

Illawarra, Australia HAYS Full time

Join an amazing team working for one of Australia's energy provider as Customer Service Provider - Wollongong

**Your new company**
Our Client is one of Australia's most reliable, affordable and safe energy provider. The Wollongong call centre is looking for Contact Centre operates to join the team and develop your career.

**Your new role**

Contact Center operates 24/7 and this is a full-time role in a rotating roster.
- Maintain a high level of courtesy, empathy, patience and professionalism when serving customers and communication with all staff, in line with the Code of Conduct
- Work co-operatively with peers and management to ensure performance measures are achieved in a culture of teamwork
- Provide 1st level complaint management assistance, seeking a win-win outcome and escalating where required
- Increasing customer understanding of the energy market, guiding them to alternate contacts if the matter requires resolution by others ie. Retailer
- Achieve KPIs as set out in the scorecard and in line with our priorities plan
- Take accountability by contributing to personal learning plans and enhancing own knowledge of business processes, procedures and systems, to achieve continuous improvement in performance
- Build strong professional relationships with customers, managers, peers and key stakeholders
- Perform related duties as assigned by the Team Leader

What you'll need to succeed
- Previous experience in a similar high paced, customer service role within a Contact Centre environment
- Always displays a customer centric mindset and able to deliver empathetic service regardless of circumstances.
- Thrives in the unknown and comfortable with probing questions to obtain the information needed
- Able to think outside the square demonstrating an agile approach to work
- Experience working with multiple systems and resources to deliver results
- Manage competing priorities to achieve effective, efficient and productive customer service. This will include managing KPIs, business policies and procedures, quality and productivity
- Manage change and be adaptable to a changing business environment, including the introduction of new procedures, systems and regulatory policy.

**What you'll get in return**
- Attractive salary Package
- Extensive training is provided to support career development within the business
- An environment that is supportive, engaging and highly interactive

**What you need to do now**

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508** #2689502

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