Customer Relations Officer

2 weeks ago

Melbourne, Victoria, Australia Zinfra Full time

Work / life balance focusing on you and your family + additional annual leave options
- Paid primary & secondary parental leave & well-being/family support benefits

**Customer Relations Officer**

**About Us**

Zinfra partners with companies across the utility and infrastructure sectors to deliver maintenance, operations, engineering, and construction services. For our partners, our work is crucial to maintaining the safety and reliability of their electricity and gas transmission and distribution assets.

**Benefits**
- ** Leisure/Travel** - Car hire and purchase two week's extra annual leave per year
- ** Community** - Volunteering leave and salary sacrifice/workplace giving
- ** Health & Wellbeing** - Salary continuance/insurance, paid parental leave (14 weeks primary carer), private health insurance, fitness and optical discounts, employee assistance program, flu vaccinations and wellbeing grants, along with taking advantage of our supporting families policy
- ** Technology** - Discounts on Office 365, computer equipment, Samsung and Bluetooth
- ** Drive and commute** - Novated leasing, car parking and vehicle discounts

Jemena is among the first companies in Australia to be accredited as a Family Inclusive Workplace by Family Friendly Workplaces.

**About the role**:
The main purpose of this role is to act as the escalation point of contact for United Energy customers regarding complaints, enquires, issues and compliments relating to services provided by Zinfra field and technical crews.

**Your role will also include**:

- Developing a good working relationship with Zinfra responsible persons.
- Building and maintaining a good working relationship with the UE customers.
- Investigating, negotiating and resolving customer complaints.
- Managing and defusing escalating issues, negotiate an outcome to the satisfaction of the key stakeholders.
- Responding to customers in a timely manner driven by KPI measures.
- Monitoring complaint trends and patterns.
- Engaging different Zinfra operational delivery team to assist in complaint resolution.
- Track and report KPI's relating to customer complaints resolution time.
- Assess and improve business performance driven from complaint recurrence.

**About you**:

- Effective communicator with the ability to problem solve enquiries where appropriate.
- Ability to build and maintain professional relationships with colleagues and customers.
- Confident and influential communicator with strong negotiation skills.
- Good operational and organisational skills with high levels of attention to detail.
- Knowledge of construction, operation and maintenance of the distribution system and key issues.
- Proficient in the use of Microsoft Office Outlook, Word and Excel.
- Previous SAP experience (desired but not required).
- Good communication - Oral & Written.

**Recruitment Process**:
During our recruitment process, you will be required to undergo pre-employment checks including pre-employment medical, reference checks, national police and work entitlements checks.

**Diversity and Inclusion**

When you join Zinfra, you become part of our diverse, inclusive, flexible and passionate team. We are a team that celebrates International Women's Day, NAIDOC Week, International Day of People with Disabilities and many other days that matter to our people.

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