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Customer Experience Representative

  • LocationParramatta, NSW 2150
  • Work TypeFull time
  • Positions1 Position
  • Applications Close AtClosed 7 days ago
    Never published
  • Customer Service Representative
  • Job no: N79KR
  • Category: Customer Services

Sydney Water - Customer Experience Representative Roles

  • $64,201 base salary + Super + Leave Loading
  • Located at Parramatta next to Train and Bus Station
  • Inbound Contact Centres
  • Full Time Permanent Role

Are you passionate about providing exceptional customer experience? Are you committed to driving positive outcomes through first call resolution?

About Sydney Water

Sydney Water is a statutory State-Owned Corporation who values our customers, our culture and our performance. Our vision is to create a better life with world-class water services. Water is an essential part of daily life. It’s the way we use water that helps our city thrive and supports the productivity and prosperity of our economy. By delivering world-class water services, we can create a better life for our people, our business partners and our community.

Sydney Water is committed to the health and safety of its employees and community.

Our Opportunity

Our Contact Centre has an amazing opportunity available for an experienced and passionate Customer Experience Representative to join our team of dynamic and passionate individuals who respond to general customer enquires via inbound calls, emails, social media and live chat.

To service our operational hours, the Contact Centre role works on a rotational roster covering the span of hours 8.00am to 5.30pm, Monday to Friday.

To be successful in the role, you must be available to work these hours.

What the role involves

  • Responding to a high volume of inbound customer enquires via phone, email, social media and live chat.
  • Identifying customer requirements using active listening and information gathering skills to provide a first contact resolution outcome.
  • Effectively communicate and convey messages to customers and stakeholders across multiple communication channels.
  • Accurate record keeping and data entry into SAP CRM and the ability to multi-task simultaneously through multiple computer programs.
  • Endeavour to perform to a high standard against our Contact Centre metrics to ensure delivery of an exceptional customer experience.
  • Attend training related to your role to continue to support the needs of our customers.

What we can offer

  • Fully paid structured classroom/virtual training and buddying program, together with continued support through coaching and mentoring.
  • Employee Competency Program.
  • Hybrid flexible working available in office and at home.
  • Rostered Day Off – 9-day fortnight.
  • My Wellbeing, My Way – health and wellbeing initiatives and programs.
  • Culture of reward and recognition in our team.

Success Factors – Who you are

To be successful, you will have:

  • Recent experience in a Contact Centre or Customer Service environment.
  • The ability to ask the right questions and find the right solutions to provide first contact resolution, keeping the customer at heart with everything you do.
  • Exceptional communication skills, both written and verbal with a strong attention to detail.
  • Experience in the use of multiple computer programs simultaneously and the ability to quickly navigate between these when responding to a customer enquiry.
  • The ability to be genuine and see yourself in our customers shoes to assist you in providing a holistic solution and customer service excellence.
  • The ability to develop collaborative relationships across different teams within the organisation.
  • A high level of interpersonal skills, problem solving and conflict resolution skills.
  • A strong team orientated personality and a solid work ethic.
  • A desire to continuously learn and take on feedback.

Desirable

  • Experience in SAP CRM.
  • Experience in communication via live chat and social media
  • Ability to touch type

Please note that your application will be assessed against the job requirements of this position as listed in the attached position description (there are no part time positions available). Please ensure that your cover letter and resume outline your ability to meet these job requirements.

Closing date: Sunday 15 May 2022

Please see the position description for the role’s full accountabilities

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information, you can contact recruitment@sydneywater.com.au

Sydney Water welcomes you to apply if you feel you meet the selection criteria. The successful completion of a Criminal History Check and Medical Assessment form part of the application process.

Please advise if you require any adjustments to actively participate in the application and recruitment process.

We want your perspective and ideas to help us find better ways to delight our customers, so we encourage you to apply no matter your age, sex or culture. You can be part of a committed, highly skilled team who’ll appreciate what you bring to the table. You’ll set and achieve real goals and make decisions that matter, as together we help shape the lifestyle of greater Sydney.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application 

  • Closed 7 days ago - 15 May 2022