Customer Solutions Consultant

3 days ago

Richmond, Australia Red Energy Full time

**About us**

At Red Energy, we are passionate about providing award-winning customer service to over 1 million of our customers across the country. Owned by the mighty Snowy Hydro, we are 100% Australian owned which our customers love us for. Our award winning team have won 13 consecutive Canstar Blue Awards for best overall customer satisfaction amongst Victorian electricity providers. Looking for a career change? Join an award-winning team passionate about exceptional customer service

**About the Role**

We’re looking for an organised, proactive team player to join our Customer Service team. This is a fast-paced contact centre role where no two days are the same.You'll be the first point of contact for our existing customers where you will resolve a wide variety of enquiries, including billing disputes, account changes, complaints, and plan upgrades.

The role is a full time permanent opportunity, working on a rotating roster between **8:00am - 8:30pm Monday to Friday, and 1 in 4 Saturdays between 9:00am - 5:30pm (AEDT)**with a day off during that week.

**Key Responsibilities**
- Handle a high-volume of inbound calls from existing Red Energy customers
- Manage customer complaints by actively listening, diffusing conflict, and driving issues to a satisfactory resolution.
- Own customer issues end-to-end with effective communication
- Navigate multiple internal systems simultaneously to access and accurately update customer account information.
- Adhere to company policies and regulatory requirements while maintaining detailed, accurate records of all customer interactions.

**What We’re Looking For**
- 12 months experience in a fast-paced customer service environment
- Proficient in navigating systems and resources in a fast paced environment
- Excellent written and verbal communication skills
- Demonstrate resilience and remain positive when managing challenging and high-volume customer interactions.
- Strong problem-solving and analytical thinking to resolve complex enquiries
- The ability to remain calm and professional under pressure, effectively diffusing conflict and challenging situations.
- A positive attitude and willingness to self motivate

**Why join Red Energy?**
- 7 weeks of in office training from our dog friendly Cremorne office
- Hybrid work model: 2 days in our Cremorne office, 3 days from home (after 7-8 weeks training)
- Fixed annual pay increase each year, plus the potential to earn a KPI based bonus on top of your yearly salary
- 30 weeks of paid parental leave
- The option to purchase 4 weeks additional annual leave, for a total of up to 8 weeks per year
- Gain experience in different areas to support your career development within the Call Centre Employee recognition and rewards program
- Red Energy is committed to protecting your privacy and handles personal information in line with applicable data protection laws. To learn more, view our _Privacy Collection Statement.

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