Aegis Careers

Customer Service Consultant - Utility Life Support

Apply now Job no: 974154
Work type: Fixed Term Contract
Location: VIC Metro - CBD
Categories: Outbound Customer Service, Inbound Customer Service

• Exciting opportunity to make your mark in a global company
• Fun, rewarding and supportive team environment
• Melbourne CBD Location, close to public transport

About Startek-Aegis
Startek & Aegis is a global outsourcing and technology services company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. The combined entity has operations in 61 locations across 13 countries with more than 50,000 employees. The company services over 150 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities.

About the role and responsibilities
Reporting to our Operations Manager, you will be responsible for providing outstanding customer service and ensuring the timely and accurate reporting of end-user Customer and Retailer life support calls for Electricity and Gas distribution networks. You will interact with other business units and client departments to report, escalate and investigate faults, emergencies and general service functions which impact customers on life support systems.

Customer contact will be inbound and outbound calls, email and written correspondence.

This role is on a 12 month fixed term contract with an opportunity for extension. You will be required to work from Monday to Friday, 9:00am to 5:00pm with flexibility to assist during periods of increased call volume

In this role you will be required to, but not limited to:
• Register, prioritise and manage customer expectations around fault and emergency response times, diagnosis and resolution of the reported fault in line with business  Service Level Agreements and Standard Operating Procedures.
• Meet and aim to exceed all personal and team based Key Performance Indicators
• Ensure strict adherence to Industry, regulatory, contractual and other compliance standards
• Demonstrate a professional level of conduct consistent with the company values
• Liaise with the Client and internal departments as required in the fulfilment of duties

To be successful in this role, you will ideally possess:
• Experience in a role providing customer service to persons requiring specialist care or support, or experience in a clinical or health administration/support role
• Previous customer service experience within a Utilities company (Gas/Electricity) - advantageous
• Outstanding customer service skills with the ability to empathise with customers
• Effective and appropriate communication skills, both written and oral
• Sound business judgement and decision making ability
• Ability to work in a high pressure environment with the possibility of life threatening situations and difficult callers
• Strong self-motivation with the ability to work well autonomously within a team environment
• Attention to detail, accuracy and strong data entry skills
• Computer literacy and confidence in learning and using multiple systems
• Previous Experience with SAP – advantageous

In return, we will offer the successful candidate:
We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.

A competitive remuneration package will be offered to the successful candidate.

The successful applicant will be required to complete a criminal check (which we will conduct) and all offers of employment will be made pending the successful outcome of this check.

To join our team, apply now!

No agencies please.

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Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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