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Customer Service Specialist

2 months ago

Melbourne, Australia Viva Energy Full time

Company Description

Do amazing work 

A career with Viva Energy is more than just a job. It’s a chance to join a group of people dedicated to supporting Australia’s evolving energy and convenience needs. We’re a leading retail, industrial and energy business, and we’ve been helping Australians reach their destination for more than 120 years.  

Our plans for the future support Australia’s energy transition to sustainable, lower carbon energy solutions. And our recent acquisitions of Coles Express and OTR, we provide Australians with outstanding convenience. 

At the heart of our plans is people power. People who want to grow and evolve with us. People with new perspectives, energy and passion to drive Viva Energy and their careers forward.  

About Viva Energy 

Join a team that values diversity. Viva Energy is a great place to be yourself. We believe in our people, trust in their positive intentions, and empower everyone to amplify their voice across the business. We value inclusion because that’s how we get the best outcomes. 

Awarded the WGEA Employer of Choice for Gender Equality for the past five years highlights that we are driven by our people and continuing our focus on making Viva Energy reflect the ever-changing face of Australia.  

Job Description

We are seeking Customer Service Specialist, to join our Commercial Team. This is a key role focused on delivering an exceptional experience to our Commercial customers who interact with Viva Energy via various communication channels on a variety of topics.

This role is permanent part-time, 3 days a week. 

The Customer Service Centre operates from 8am to 8pm Monday to Friday

Responsibilities

Inbound Contact (Voice & Emails):

  • The primary role of the Customer Service Specialist – Commercial is to take inbound telephone calls or emails from Viva Energy customers in relation to placing fuels, lubricants and chemicals orders, product and pricing inquiries, product returns, invoice and billing enquiries.
  • A high proportion of customer queries can be resolved immediately, however some interactions require follow up and/or investigation. The Customer Service Specialist is responsible for completing the life cycle of the query by engaging with other stakeholders or colleagues to help resolve.
  • As the voice of Viva Energy, you will assist customers by proactively solving their issues through active listening and your understanding of the end to end process for our customer base.
  • You will be responsible for cross selling and up selling where appropriate, such as moving customers from inbound voice calls to our self-serve platforms.
  • Maintain an accurate record of customer information and relevant actions in supporting systems, such as Salesforce (CRM)
  • An important aspect of this role is the ongoing review of current process with the aim to improve to ensure our customers have a positive experience. Your access to customer insights through your conversations (verbal and written) is a critical component of this improvement process.
  • With access to customer insights, make recommendations for improvement.
  • Adhere to all key performance indicators.

Qualifications

  • MS Office Suite Intermediate
  • ERP systems (JDE preferred): Intermediate
  • CRM systems (Salesforce preferred):Intermediate
  • Telephony systems (Amazon Connect preferred):Basic to Intermediate
  • Demonstrated understanding of, commitment to and alignment with our service values
  • Demonstrated commitment to outstanding customer service and the improvement of the customer’s experience.
  • A demonstrated record of role modelling organizational values and appropriate behaviours to create a positive and accountable team culture.
  • Well-developed written, verbal and interpersonal skills and a track record of working collaboratively across an Organisation.
  • Ability to use initiative and to problem solve.
  • Strong organizational and time management abilities
  • Demonstrated experience in using computerized information systems, applications and online resources.
  • Strong self-management skills including the ability to work autonomously and prioritise own workload and deliverables

Additional Information

We welcome applicants from diverse backgrounds including Aboriginal and Torres Strait Islander people and encourage and support diversity in our traditional and non-traditional roles.

At Viva Energy Australia, we believe flexibility is the new normal. We are open to flexibility options including hybrid, part-time, job-share and flexibility in start and finish times. We are happy to explore what this could look like for you during the recruitment process. 

Please note: This role is being sourced through VIVA Energy Australia, therefore we will not be accepting applications via external recruitment agencies.