Resolve Agent

6 days ago

Melbourne, Victoria, Australia Alinta Energy Full time

**Based in our modern Morwell or Melbourne office**:

- **Address customer concerns with precision and care from the very first point of contact**:

- **Flexible hybrid work model | Energy Discounts |Career Growth Opportunities**

Alinta Energy is one of Australia's biggest energy retailers, generators and developers with over 1.1 million customers. Australia's energy system is undergoing the biggest transformation in its history and we're right there with it. We're investing in and developing large-scale renewables and storage projects as part of our ongoing effort to provide our customers with reliable, affordable and sustainable energy.

**_ About the role_**

The primary goal of this role is to address customer complaints referred by the Customer Service Team. By engaging in meaningful and empathetic conversations, you'll showcase the value of the Alinta Energy brand and our commitment to exceptional service, thereby fostering customer loyalty. In the competitive market we operate in, delivering outstanding customer service and resolving complaints swiftly and effectively is crucial.

**_ Why you'll love working here_**

We're a welcoming bunch who put our energy into being the best company we can be. For us, this means shared respect, great communication between teams, acting on our ideas, and looking out for each other's wellbeing. There are plenty of great perks, from flexible working to a long list of exclusive Alinta benefits.

**_ What you'll do_**
- Follow a quality-driven complaint handling framework to ensure exceptional customer service that aligns with our core business values
- Address customer complaints in accordance with the guidelines established by Customer Advocacy
- Investigate and develop solutions for a range of customer complaints, coordinating with both internal teams and external partners to ensure effective resolution
- Get acquainted with the team's annual strategy and use the KPIs as a roadmap to achieve these goals
- Ensure strict adherence to the Goodwill Credit framework.

**_Your experience _**
- Outstanding verbal and written communication skills
- Skilled in complaint investigation, de-escalation strategies, conflict management and resolution techniques
- Strong interpersonal abilities, including negotiation and soft skills using your customer service skills
- Experienced with Microsoft Office, and exposure to the Resolve system is desirable
- Proven ability to excel in a collaborative team setting
- Experience in the Energy industry is desirable.

This role is ideal for a proactive individual with experience in a customer-focused environment, specifically handling initial complaint resolutions.

**_ Like what you're seeing?_**

If you like the sound of this, and you've got experience in a similar role, we'd love to talk to you. Come and _discover better together _with Alinta Energy.

We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.

**We look forward to hearing from you.**

Closing date: Tuesday 1st October
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