Call Centre Representative

Call Centre Representative
6 Months Contract

Responsibilities

• As a member of an autonomous team, you are responsible for providing end-to-end customer service in an omni channel environment using Kraken technology.
• You will work across the full range of customer service-related requirements including but not limited to: onboarding and offboarding; billing and payments; metering enquiries; broadband; moves; renewals; retention; hardship; collections; complaints; customer education regarding Origin products and tools; and advocacy.
• As part of a highly effective autonomous team, you:
• service particular customer groups; and
• provide continuous feedback on opportunities to improve the customer experience through Kraken.

Problem Solving & Decision Making

• While this role exercises some judgement to make fair and reasonable customer facing decisions that balance customer outcomes with commercial, regulatory and reputational risks for the business, you will work under supervision and perform duties in accordance with your training and skills.

Skills/Experience/Qualifications

Essential requirements

• Excellent written and verbal communication skills with a demonstrated ability to talk to customers across multiple platforms including email, social and other platforms.
• Demonstrated ability to:
• use sound commercial judgement to improve customer experiences, taking into consideration risk and regulatory frameworks and acting within delegation of authority;
• interpret information and data to understand customer queries and solve problems; and
• identify opportunities for business improvement and initiate change requests through working group functions to improve business processes.

The successful candidate will work in a hybrid work environment, spending time both in the client's office and working remotely from home. If you are a motivated self-starter with the necessary skills and experience to succeed in this role, we encourage you to apply.