customer contact officer.

• Responding to customer enquiries through the voice channel, with additional support across email and website cases
• Ensuring all interactions are handling in line with our Customer Interaction and Quality Framework with an emphasis on engaging with customers to build rapport and trust
• Utilising effective questioning skills to gain a thorough understanding of the customers’ needs including fault diagnosis
• Taking ownership for resolving enquiries by identifying appropriate solutions and linking these to the customers’ needs including remedial advice
• Undertaking necessary actions including job logging, priotisation and dispatching of jobs to our maintenance contractors in a professional and timely manner and in line with established policy and procedures
• Providing critical alarm monitoring to maintain asset performance and health and safety of our people, contractors and the community
• Providing after hours support to our external business clients including phone calls, alarm monitoring, escalation of alarms and logging and dispatching of jobs
• Communicating in a timely manner with customers impacted by water service interruptions including emergency water off to allow planning to occur in order to minimise the impacts of service interruptions
• Taking the opportunity to proactively anticipate future needs and educate the customer by providing relevant information and advice
• Utilising every interaction as an opportunity to enhance our data integrity by confirming and updating customer information in line with policy and procedure
• Employing effective call management techniques to minimise escalations and maximise productivity in line with key performance indicators
• Participating in process improvements to enhance existing systems, processes and procedures
• Ensuring punctuality and reliability, whilst adhering to schedules and roster

• High level of customer service and experience in a fast-paced environment
• High level of attention to detail
• Intermediate computer skills and typing speed with high accuracy.
• Excellent communication skills and ability to build rapport and establish professional relationships.
• Undergo Police Check

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.