Customer Feedback Agent

4 weeks ago

Alexandria, Australia Ampol Full time
  • Permanent Fulltime || Located in our brand-new office at Alexandria head office
  • Full training provided
  • Join a supporting & collaborative team 

About Ampol:

We are proud of our heritage. We have been powering better journeys for all Australians for over 100 years. As Australia’s very own fuel brand we are committed to making those journeys easier by meeting the nation’s needs at every step with the care and service we all deserve. And, as we grow, we continue to evolve, to ensure we have low carbon solutions that will meet the needs of our customers well into the future. 

We are proud to be an endorsed employer of choice for women by WORK180. To understand more about how Ampol’s policies, benefits and how we support our people, check out some key female leader career stories on the Work180 website.  

About the role:

Are you passionate about creating positive customer experiences and enjoy working in a team? We currently have a fantastic opportunity to join our Customer Feedback Team, where you will be the first point of contact for any external customers with positive or negative feedback for Ampol in relation to sites and services. The customer feedback channel are a mix of inbound and outbound calls and email responses, as well as social media interactions, to manage customer issues through to resolution where appropriate.

The position available is a permanent full-time opportunity. We are looking for someone who is available to start immediately. We currently operate Monday to Friday, including some public holidays.

Our offices are new, and purpose built, located in Alexandria close to Green Square station.

Key responsibilities:

  • Answer and action incoming customer complaints and enquiries across multiple communication channels (phone, email, chat, social) in a timely and professional manner
  • Capture and respond to all feedback received regarding Ampol sites, services and Ampol App.
  • Manage related email correspondence via Salesforce
  • Manage social media interactions on behalf of the Ampol Group
  • Managing key relationships with internal and external stakeholders with great communication and questioning techniques
  • Using your systems knowledge to navigate data and processes to assist customer needs
  • Your ability to manage competing priorities and work as part of a team
  • Thinking differently to achieve outcomes

About you:

We are seeking an individual who is enthusiastic, customer centric and has a strong desire to learn. We are a welcoming workplace, a great team and training will be provided to set you up for success.

You will be a self-motivated individual with well-honed communication skills, preferably with previous experience handling customer complaints and investigations. We welcome individuals who are strong in root cause analysis, de-escalating situations in an empathetic way and displays a ‘can do’ attitude and high level of work ethic.

You will be accustomed to a fast-paced environment as this role will attract complex calls and enquiries from our customer base (approx. 25-35 inbound interactions and 25-45 outbound interactions per day).

You will have a minimum qualification at HSC level, be computer literate including use of Microsoft Office suite, with Salesforce, Sprout Social and Genesys Cloud being desirable. You will also possess a continuous improvement mindset and have an appetite to learn.

Our customers come from all walks of life and so do we. We provide diverse work opportunities for all and strongly encourage women and those with diverse genders, sexualities and cultural backgrounds to apply.

Benefits:

  • Our total remuneration is competitive. This is across base salary, a performance incentive, employee share offers and a 25% discount on Fuel for two privately used cars 
  • We are flexible.  Many of our teams have embraced hybrid work, balancing time spent remote working, with time spent at an office to connect and work together where it adds value. 
  • We value recognition.  We have an internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values. 
  • Career development and learning opportunities including LinkedIn Learning and other tailored training solutions. 
  • Paid Parental Leave - up to 12 weeks paid Parental leave, and up to a year off (unpaid). In addition to the 12 months of unpaid parental leave, employees may apply for a further 12 months of unpaid parental leave (a total of 24 months for each birth) 
  • BabyCare Package - financial and flexible support for parents transitioning back to work. 
  • Need some wheels? Novated Lease options are available. 
  • Invest in your future with the Employee Share Scheme 
  • Leave Options – We offer wellbeing leave and leave purchasing  
  • Care for your Community. Spend one paid day a year volunteering with one of our Ampol Foundation partners.   
  • Check out our benefits and policies on the Work180 website.

We’re an equal opportunity workplace. We not only embrace diversity and inclusion; we celebrate what makes you unique. We welcome applications from people of all ages, cultural backgrounds, and diverse sexualities and genders (including if you identify as transgender). We also highly encourage Aboriginal and Torres Strait Islander peoples to apply for roles with Ampol. 

Want to take your career to the next level? Apply today. Applications close 30th of October 2024

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