Customer Service Representative

About Tally Group:

At Tally Group we put our energy into building world-leading utility technology. We want to transform how people power their homes and businesses, so we're reinventing how energy retailers operate. We are a cloud-native SaaS provider with extensive experience and clients worldwide. We offer a comprehensive suite of innovative billing, digital and analytics solutions designed to meet globally diverse market and regulatory requirements, empower customers and reduce cost-to-serve.

About the role:

Our clients are some or Australia's largest energy providers. Our Customer Service Representatives (CSRs) answer inbound calls from their customers and assist them with a range of issues, from queries about their bill, to issues with their power supply.

Your days will be a mix of:

Customer Service (70%)

• Answer customers general enquires including applications for supply, meter reading requests, consumption, debt, tariff and other customer service enquires.
• Handle customer complaints
• Create service orders, initiate action and update customer's information in response to customer requests.
• Arrange appointments for customer service work on behalf of clients.
• Make outbound customer calls regarding appointment confirmation and debt.

Payment Management (20%)

• Negotiate payment arrangements with outstanding debtors for domestic and smaller commercial and industrial customers.
• Make simple adjustments to customer accounts in accordance with client credit control arrangements.
• Process journals relating to disconnect/reconnect fees and charges.

Continuous Improvement (10%)

• Engage in training provided by our onsite Trainer on process improvements and regulatory changes/updates.
• Work on special projects associated with customer service processes and systems on an as required basis to improve the customer experience and drive productivity.

Knowledge and skills requirements:

You'll be a natural problem solver who loves nothing more than helping people resolve their queries and thrives in a busy environment.

You'll understand the importance of providing exceptional customer service. Experience in a busy call centre or customer service environment is preferred. You'll be resilient and able to stay calm when handling tough calls - we're not going to sugar coat it; you will get some In return you'll work with a supportive and fun team, and will get full training on the energy industry, opening pathways into an exciting industry.

You'll also have:

• Outstanding communication skills.
• Comfort with Windows based technology (including MS Word, Outlook); nd comfortable learning new systems, eg our Customer Information Systems (CIS) CRM.
• Experience working to and meeting Contact Centre KPIs.
• Experience dealing with complaints.
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations.
• An adaptable, professional, courteous, and motivated approach to work.
• Ability to thrive in a fast-paced environment and with a challenging workload.
• Must be available to work rotating shifts between 8am-6pm, Monday to Friday

What we Offer?

• Competitive Compensation: We offer a competitive salary package that reflects your skills, experience, and contributions to the team.
• Collaborative Environment: Join a team of dedicated professionals who value collaboration and teamwork. Our open and inclusive work culture encourages you to share ideas and contribute to innovative solutions.
• Opportunities for Growth: We believe in promoting from within whenever possible. As you prove your capabilities, you'll have the chance to take on new responsibilities and move up the career ladder.
• Employee Events: Enjoy team-building activities, social events, and outings that foster camaraderie and help you connect with colleagues on a personal level.
• Flexible Working: We recognize that flexibility is important. Our flexible working policy gives you the opportunity to work from home at times which we believe helps with work/life balance.
• Tally Day: As an extra perk, we provide one Tally Day each year for you to use as an additional personal day or to observe a special occasion