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15

March

Customer Solutions Consultant

Randstad - Geelong, VIC

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

Our client is a fast growing mover within the utilities sector and is looking for a Senior customer solutions consultant to join their growing contact center team.

Duties will include but not limited to:

  • Be the first point of contact for all phone based and written customer requests and with a view to resolve on the first call. Will 50% phone based and 50% team coaching
  • Dealing with a variety of customer requests both large and small e.g. bill enquiries (inbound and outbound), complaints, payments, move ins/move outs. Received, over the phone and in written communications (mail and electronically).
  • Look after day to day customer enquiries and complaints for all customers whilst working with a view to continuously improve outcomes.
  • Be willing to learn all aspects of the retail business, and perform additional duties within the department as required by the manager
  • Uphold Company’s compliance obligations at all times, manage and keep up- to date with particular focus on the compliance obligations allocated to the position title
  • Will be involved in coaching of other staff and providing feedback to agents
  • Implement process improvements, writing and amending work instructions and be on the phone queue when required

To be considered for the role you will have:

  • Proven experience in the utilities space specifically gas- Highly desirable
  • A customer fist approach always looking for quick positive outcomes
  • Knowledge of the electricity compliance and regulatory laws
  • Excellent communication skills both written and verbal
  • The ability troubleshoot difficult customer queries in a positive and timely manner

If this sounds like the role for you please apply now, and for further information please contact Tom Pedersen at [email protected]

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.