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CUSTOMER SERVICE and SCHEDULER

ABOUT THE COMPANY

Our client is one of the largest essential services providers in Australia and New Zealand. They proudly provide the services that keep infrastructure working for our communities. They have a diverse and proud heritage combined with a track record for delivering the best outcomes for our clients and the communities in which we operate. With an unwavering focus on safety, they operate around the clock to get the job done.

ABOUT THE ROLES

Working within their contact centre for their client Yarra Valley Water, these multiple roles are part time casual with a mix of Day and Night shifts available. There are two different roles available:

Customer Service Interaction Consultants

Overview: Taking inbound emergency fault calls and logging onto the system

Duties:

  • Prioritise and communicate work requests including client/customer escalations and commitments to internal and external stakeholders and update client/customer on work order progress via phone or specific systems as required
  • Ask appropriate questions to understand the issue, capture the correct information and log all details accurately
  • Tailor each customer interaction to the individual customer needs and manage the customer expectations
  • Make smart and timely escalation decisions about issues which pose a risk to safety, property or asset damage or reputational risk

Despatch Officers

Overview: Schedule Field Staff to attend to priority works eg. damaged water and sewer pipes.

Duties:

  • Coordinate and dispatch multiple Field Operations Water and Sewer resources to attend priority work
  • Ensure Field Ops achieve response and rectification KPI targets through real time jeopardy management and rescheduling of activities as required
  • Coordinate and support allocated field resources through effective communication, a sense of urgency and the use of technologies to minimise cost and reduce travel time
  • Monitor control system to ensure identification of Mechanical and Electrical faults and efficient allocation of resources
  • Ensure timely reporting, recording and communication of all reportable incidents

ABOUT YOU

  • Ability to work 15 to 20 hours per week rotating roster including weekends, being available to work across all shifts Afternoon and Night
  • Previous Contact Centre experience required - ideally from a Utilities Industry such as Water, Gas, Electricity OR Emergency Services ie. Ambulance,CFA etc
  • Have experience in a high volume, challenging role where a sense of urgency is required
  • Expertise in planning, implementing and managing maintenance activities an advantage
  • Strong Communication skills
  • Ability to multi-task several competing priorities at the same time
  • Outcome driven, complex problem solver
  • Strong systems experience including MS Office and Maintenance Management Systems an advantage

If you are passionate about providing excellent service and like a role with challenge and responsibility, then APPLY NOW!

Apply for this job Reference # 210030867_160973795853716
Posted on: 4 January 2021 Temporary Burwood, Victoria
Apply for this job