Customer Services Officer
We currently have a great opportunity for a talented and proactive Customer Service professional to join the Australian Energy Market Operator (AEMO).
Summary about this job
Customer Service - Call Centre
Company: Australian Energy Market Operator (AEMO)
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-7-1468-1293
Fax: +61-2-4742-1416
E-mail: n\a
Site: n\a
Detail information about job Customer Services Officer. Terms and conditions vacancy
- Work in a fun and friendly environment within Support Hub
- Working Hours: Monday-Friday between 8am to 6pm
- Fruther develop and refine your stakeholder management skills
About the role:
We currently have a full-time permanent opportunity for a talented and proactive Customer Service professional to join the Australian Energy Market Operator (AEMO) in the role of Stakeholder Services Officer. This is a great opportunity for the right person to further develop and refine their Stakeholder management skills in a supportive team environment within a dynamic and evolving industry sector.
As a member of the Information and Support Services team you will act as the first point of contact for stakeholders and Participants of AEMO. Your focus will be on accurate, timely and effective responses to customer requests and classify, prioritise, resolve or escalate requests and incidents as they arise, operating within our ServiceNow service management framework. You will provide quality customer service in all your interactions and ensure that communication with relevant stakeholders is maintained during the full lifecycle of an incident or service request.
Key accountabilities include:
- Engage with stakeholders to identify and record incident or service request details.
- Conduct an initial investigation of incidents and service requests, including troubleshooting where possible.
- Monitor incidents and requests, liaising with internal AEMO teams to drive resolution and outcomes.
- Identify process improvements that help to meet business objectives, improve team utilisation and enhance the stakeholder experience.
- Document issues, known errors and related procedures in self-help and knowledge bases.
- An ability to adapt to and quickly pick up knowledge about the Energy Market and its IT systems is a must. Facilitating the exchange of information and support requirements between AEMO and its participants, with the highest degree of professionalism and customer service, is core.
- Please note that this role will be required to undertake on call and after hours responsibilities that are reflective of the nature of the service provided.
Whilst operating independently, you will be required to work closely with a Team Lead and the broader Support Hub Team, which includes both Service Desk and End User Services functions.
Your ability to build and maintain collaborative relationships with internal and external stakeholders with the highest degree of professionalism, whilst ensuring technology service needs are met and issues are effectively resolved, will be critical to your success in this role. Please note that this is primarily a phone based role.
Required skills and experience:
- Tertiary qualification in stakeholder engagement, customer service, IT or energy markets (e.g. TAFE or University degree.
- Minimum 12 months’ experience delivering application or customer service support or, in a contact centre environment.
- Some experience in provisioning basic IT remote support (Active Directory, Outlook, Lync etc
- Market or industry experience while not essential, is advantageous.
About the Australian Energy Market Operator (AEMO):
Want to shape Australia's energy future?
At the Australian Energy Market Operator (AEMO), we are responsible for operating Australia’s east, south-east and west-coast gas and electricity markets and systems.
Our unique and independent position in Australia’s energy industry means our work is of national importance, allowing us to transform quality data in to valuable insights that shape market decisions and energy policy.
We partner closely with governments and the industry to provide critical planning, forecasting, power systems information, security advice, and services to our national stakeholders.
Your career with Australian Energy Market Operator (AEMO):
A position at AEMO means you will stand alongside some of the best and brightest minds in the energy industry, and help us solve international industry challenges, like integrating large scale renewables, and grid-scale battery storage.
Applications close midnight Sunday 15th July 2018.
No agency applications will be accepted at this time.