Customer Service Representative

About the role

Our clients are some of Australia's largest energy providers. Our Customer Service Representatives (CSRs) answer inbound calls from their customers and assist them with a range of issues, from queries about their bill, to issues with their power supply.

Key responsibilities

• Answer customers general enquiries including applications for supply, meter reading requests, consumption, debt, tariff and other customer service enquiries
• Handle customer complaints
• Create service orders, initiate action and update customer's information in response to customer requests
• Arrange appointments for customer service work on behalf of clients
• Make outbound customer calls regarding appointment confirmation and debt
• Negotiate payment arrangements with outstanding debtors for domestic and smaller commercial and industrial customers
• Make simple adjustments to customer accounts in accordance with client credit control arrangements
• Process journals relating to disconnect/reconnect fees and charges
• Engage in training provided by onsite Trainer on process improvements and regulatory changes/updates
• Work on special projects associated with customer service processes and systems to improve the customer experience and drive productivity

About you

• Outstanding communication skills
• Comfort with Windows based technology (including MS Word, Outlook) and comfortable learning new systems, eg Customer Information Systems (CIS) CRM
• Experience working to and meeting Contact Centre KPIs
• Experience dealing with complaints
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
• An adaptable, professional, courteous, and motivated approach to work
• Ability to thrive in a fast-paced environment and with a challenging workload
• Must be available to work rotating shifts between 8am-6pm, Monday to Friday
• Experience in a busy call centre or customer service environment is preferred

Benefits

• Competitive salary package that reflects your skills, experience, and contributions to the team
• Collaborative environment with dedicated professionals who value collaboration and teamwork
• Opportunities for growth and promotion from within
• Team-building activities, social events, and outings
• Flexible working policy with opportunity to work from home at times
• One Tally Day each year for personal use or to observe a special occasion
• Full training on the energy industry

About us

At Tally Group we put our energy into building world-leading utility technology. We want to transform how people power their homes and businesses, so we're reinventing how energy retailers operate. We are a cloud-native SaaS provider with extensive experience and clients worldwide. We offer a comprehensive suite of innovative billing, digital and analytics solutions designed to meet globally diverse market and regulatory requirements, empower customers and reduce cost-to-serve.