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
- Team-oriented 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.
📌 Customer Service Representative (Fortitude Valley)
🏢 Tally Group
📍 Fortitude Valley
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