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20

February

Customer Support Officer

COLIBAN WATER - Bendigo, VIC

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

About Us

Coliban Region Water Corporation is based in Bendigo and is one of the largest Victorian regional urban water corporations. Our service area covers 16,550 square kilometres including 49 towns and is at the southern gateway to the Murray-Darling basin – Australia's food bowl. We manage, maintain and operate over 35 reservoirs and water storage basins and provide water and waste services to both urban and rural customers.

Coliban Water is an employer that supports employment equity and diversity. We value the skills, knowledge and experience a diverse and inclusive workforce brings to the organisation and encourage applications from suitably qualified candidates from all backgrounds.

About the role

Join our Customer Contact Centre team on a full-time basis and assist the community on all things Water related, where no two days are ever the same.

Reporting to the Contact Centre Coordinator, you need to have an enthusiastic personality and have a passion for providing exceptional customer support, timely and accurate resolutions to enquiries by phone, email and counter services. You will have a high level of commitment, initiative and drive to deliver the best customer experience and be an active member of our team.

You will be responsible for;

  • Providing detailed information to customers on current and future water and waste water services.
  • Responding to a wide variety of customer enquiries and complaints in a timely manner with a key focus on first contact resolution.
  • Explaining complex billing or property service matters to customers in a clear and concise manner, and accurately recording all transactions
  • Assessment and negotiation with customers experiencing financial hardship and processing payment arrangements.
  • Liaise with external service providers such as Real Estate Agents and Plumbers in relation to customer and Coliban Water requirements
  • Undertake investigations, liaise with Coliban Water and service provider staff as necessary, and facilitate resolution of a broad range of issues on behalf of customers.

To be successful in this role you will have:

  • An infectious positive attitude and enjoy building relationships with customers 
  • Ability to empathise with customers and explain complex issues in simple terms.
  • Substantial relevant customer service experience, including a demonstrated ability to deal with complex issues and difficult customers.
  • Demonstrated ability to assist customer on wide variety of enquires in a timely and efficient manner.
  • Highly developed time management, communication and interpersonal skills.
  • Certificate III in Customer Service, or be willing to study to obtain

Salary

The salary and conditions for this position will be per Coliban Water Enterprise Agreement 2017 Band 2. The pay range is $57,717 to $62,537 salary will be offered to the successful candidate commensurate with their skills and experience.

How to apply

For further information, please contact Lia Reiffel, Contact Contre Coordinator on (03) 5434 1304. To apply, please submit your resume, covering letter and outline your suitability for the position in the Key Selection Criteria by COB Thursday 4th March.