Customer Experience Officer
The Customer Experience Officer will be responsible for the daily management of customer facing interactions.
Summary about this job
Customer Service - Call Centre
Company: Next Business Energy Pty Ltd
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-7-5364-8334
Fax: +61-3-5041-9016
E-mail: n\a
Site: n\a
Detail information about job Customer Experience Officer. Terms and conditions vacancy
About the business and the role
Next Business Energy is a newly established business focused energy retailer operating on the eastern seaboard. In 4 years Next has become one of the leading SME energy operators with many thousands of customers already delivered and serviced by a substantial multi-channel sales and support operation that's only going to expand further into 2018.
A tremendous opportunity exists to join this dynamic fast-growing energy retailer by assisting in our customer service area.
Job tasks and responsibilities
The Customer Experience Officer will be responsible for the daily management of customer facing interactions, including usage of the Orion billing system and general call center enquiries. This role also covers concession process establishment, managing in and outbound customer correspondence, returned mailed and complaint handling for customers that do not have a dedicated Account Manager.
As the applicant, you must be able to demonstrate a keenness to roll up your sleeves and dive in, be energetic and focused.
If you feel you may be the perfect candidate for this exciting role please click on the 'Apply' button below.
Next Business Energy is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status.
Skills and experience
- Ensuring customer contacts reach minimum compliance standards;
- Managing the full suite of customer and site enquiry responses for non-account managed sites;
- Ensuring sales staff queries are answered and amended as required;
- Ensuring that the resolution takes into account the needs of the company including cost and time, our customers and also meets our compliance obligations;
- Establishing and maintaining an excellent constructive and positive communication strategies and working relationships with External clients and internal stakeholders or team members;
- Providing advice and support relating to concession, complaints and other special needs customers;
- Liaise and provide information or updates to the manager or customer for issues identified either through the investigation and monitoring of data entry, transfer, billing queries or complaints and disputes relating to process or system capability as raised by the customer, or compliance requirements as required;
- Undertake additional tasks and projects as requested.