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Expression of Interest

4 months ago

Adelaide, Australia SA Water Full time

About the job

The Customer Care team at SA Water is currently accepting expressions of interest for the Customer Care Centre Officer role. This position offers multiple intakes throughout the year, providing an excellent opportunity for individuals seeking a rewarding career in customer service. The team are seeking dedicated and customer-centric individuals who thrive in a call centre environment, excel in dynamic situations, and are eager to contribute meaningfully in an exciting industry. 

As a Customer Care Centre Officer, you will represent SA Water, engaging with customers as a first point of contact, through various communication channels. Your responsibilities will include providing precise and timely information to customers and delivering resolutions. You'll collaborate seamlessly with different departments within SA Water, cultivating strong relationships and fostering a culture of responsibility and personal growth.

The role entails handling a diverse array of phone calls and emails ranging from customer inquiries about accounts and billing, subdivisions, and meter allocations to trade waste management, property concerns, refunds and transfers, water quality, mySAWater support, meter readings, high water usage, and leakage tests.

About you 

The Customer Care Centre Officer will demonstrate excellent verbal and written communication skills, and the ability to deliver high-quality support in a fast-paced environment. Utilising strong customer service skills, you'll focus on problem-solving, implementing resolution and negotiation strategies to achieve optimal outcomes for all. You'll also demonstrate the ability to multitask, prioritise issues, and remain organised while displaying a willingness to work independently and within your team. Driven to make a difference, the Customer Care Centre Officer will provide supportive customer service to all members of the community.

In addition, your responsibilities will include:

Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day. 

You will: 

  • Provide outstanding customer service across all communication platforms – addressing customer needs and seizing opportunities to inform and promote SA Water initiatives. 
  • Meet and exceed established Key Performance Indicators (KPIs) while responding positively to all customer service inquiries, whether through phone, face-to-face, webchat, or written correspondence, following corporate guidelines.
  • Innovate by understanding the role of a CCC Officer and exploring alternative approaches to enhance efficiency and customer service.
  • Foster a culture of accountability by actively participating in professional development activities.

Your success in this role will come from:

  • Essential: Strong focus on customer service, supported by effective verbal and written communication skills. 
  • Essential: Proficiency in team dynamics, contributing positively to team cohesion. 
  • Essential: Ability to deliver high-quality output in a fast-paced environment, coupled with precise data entry skills.
  • Desirable: Ability to analyse and prioritise challenges, offering innovative solutions. 
  • Desirable: Proficiency in various computer applications and databases. 
  • Desirable: Strong negotiation, comprehension, and retention abilities. 

Benefits 

  • Flexible work arrangements (3 days in the office, 2 WFH). 
  • Opportunities for both ongoing and fixed-term positions.
  • Standard Monday – Friday schedule.
  • Comprehensive onboarding program, ongoing guidance, and real prospects for long-term career advancement. 

Further information about the role can be found in the attached PD: Customer Care Centre Officer - Position Description.

To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries, please contact Despina Livadiotis from the Talent Acquisition team at despina.livadiotis@sawater.com.au.

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.

Our Industry is like no other. Dive into the wonderful world of water and explore the boundless opportunities. Learn more about the water industry at careersinwater.com.au