Customer Experience Representative - Customer ContactHybrid

• $76,078.07 base salary + Super + Leave Loading
• Located at Parramatta, conveniently next to train and bus station
• Inbound Contact Centres
• Hybrid flexible - in office and at home, work pattern is available once your training and 3-month probation period has been completed and you are meeting performance expectations
• Full-time, permanent position

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

We are supportive of work life balance and offer hybrid working options after your training period is complete and you are flying solo with your team. You will also be scheduled one rostered day off per month.

We have different organisational employee benefits you can access once you are onboarded. Just to name a few:

• Flexible & Hybrid working options.
• Childcare allowances.
• Up to 18 weeks of paid parental leave.
• Fitness passport providing access to numerous gyms and pools across NSW
• Employee Assistance Program – My wellbeing, my way
• Health and Wellbeing – Flu vaccinations and discounted health insurance membership at some health insurance providers

Shifts in our Rotating Roster and Training

To service our customers, the Contact Centre role works on a rotational roster covering the span of hours 8.00am – 5.30pm, Monday to Friday. The three shifts that you will work in the Customer Experience Representative position are:

• 8.00am – 4.30pm
• 8.30am – 5.00pm
• 9.00am – 5.30pm

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

Our training program consists of a combination of classroom training and buddying with our experienced Customer Experience Representatives. You are fully supported every step of the way and continue to be supported by our talented management team and trainers once you are flying solo on the phones.

A day in the life of a Customer Experience Representative at Sydney Water

You are the voice of Sydney Water. You will receive inbound calls on our general line from our customers and you will strive to provide first call resolution on each call. You will provide our customers with information relating to their bills, development enquires and other information when requested. You will take accurate notes on each call and ensure they are saved against our customers’ accounts.

Success Factors – What we are looking for in a person

• Someone who can make the interaction with our customers easy. You will be warm and engaging when speaking to our customers. You will always have the customer at the heart with everything you do.
• Someone who understands the benefits of educating customers in policy and processes that impact their journey with Sydney Water and has experience promoting and assisting customers with the use of a self-service portal.
• Someone who has a genuine passion for working in a busy fast paced contact centre environment.
• Someone who has the confidence to make decisions to assist in providing a first call resolution to our customers.
• You will have experience in a contact centre and a customer service environment with exceptional communication skills, both verbal and written.
• You will have the ability to ask the right questions and find the right solutions to provide first call resolution.
• You will be genuine and see yourself in our customers shoes to assist in providing a holistic solution.
• You will have amazing attention to detail and great note taking skills.
• You will be a team player and be able to develop collaborative relationships across different business in our organisation.
• SAP CRM experience is desirable but not required.

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 sophia.catacouzinos@sydneywater.com.au.

Closing Date: Friday, 17 May 2024

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

A little bit about Sydney Water

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too. 

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, and people from culturally and linguistically diverse backgrounds.

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

Do you think you are up for the challenge? We would love to hear from you! Please submit your resume, cover letter outlining your experiences and respond to the screening questions as part of the application. 

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