Customer Resolution Agent

Summary about this job

Detail information about job Customer Resolution Agent. Terms and conditions vacancy

Who are we?

Australian Gas Infrastructure Group (AGIG) is one of Australia’s leading gas infrastructure companies, comprising of the Dampier Bunbury Pipeline (DBP), Australian Gas Networks (AGN) and Multinet Gas (MG).

The group has a long history of gas pipeline ownership with about 23,000km of natural gas distribution networks and over 3,000km of transmission pipelines across Victoria, South Australia, Queensland, New South Wales, Western Australia and the Northern Territory. Multinet Gas Networks distributes gas to about 690,000 customers across east and south east Melbourne, the Yarra Ranges and South Gippsland.

We are a values driven organisation. Our values are Respect, Trust, Perform and One Team.

What is involved in the role of Customer Resolution Agent?

The Multinet Gas Customer Resolution Agent is responsible for managing claims, enquires and complaints received into the Customer Resolution Centre. Cases are received either directly from customers, external stakeholders (e.g. Energy and Water Ombudsman), or are escalated from the First Point Resolution Teams (e.g. Probe & Aegis). The position is responsible for working with stakeholders from cross-functional business areas.

The Agent is focused on providing a positive experience for customers, is highly approachable and a strong team player with great communication and organizational skills.  

The main responsibilities of the role are to:

•  Manage a portfolio of complaints and claims that require investigation by multiple stakeholders, including Service Providers.
• Effectively manage customer expectations by ensuring their knowledge of complaints and claims policy and regulatory requirements (i.e. codes, standards and guidelines) is up-to-date and accurate.
• Finalise claims to delegated authority level (DoA) and facilitate referral of claims outside their DoA to the appropriate person for approval.
• Ensure all claim and complaint details are captured on the relevant systems.
• Ensure all customer data is accurate and up to date in all relevant systems.
• Support the development and delivery of reporting to all relevant stakeholders.

What are we looking for in you?

Essential

• Relevant experience in energy industry or utilities sector and 3 years of experience in a customer service role
• Ability to manage conflict and disputes, acting as an advocate for both the customer and the business.
• Demonstrated time management skills, including the ability to work with conflicting priorities.
• Experience in undertaking investigations, analysis and reporting findings.
  •Strong interpersonal and communication skills, confident with communicating in writing and over the phone.
• Knowledge of MS Excel, MS Word and MS PowerPoint
• High level of attention to detail.

Desirable

• Relevant tertiary qualification (public relations, psychology, etc.) or equivalent practical experience.
• Familiarity with SAP systems

This is a 2 year fixed term opportunity