Customer Service Representative

Job Description

• About the Client

Active is one of Australia's leading innovators and providers of utilities.

In 2019, Macquarie Group (ASX : MQG) became a major Shareholder of Active.

They are fully integrated supplying multi-tenant homes and businesses with internet, electricity and water services 24 hours a day, 365 days a year.

They are a leader in E mbedded Networks for multilevel developments, commercial and retail complexes, residential estates and greenfield estates.

Their success is their commitment to you.

Whether you're a large-scale developer, a small business or moving home, they provide comprehensive services that scale to match your budget and priorities.

One partner, one solution, one bill, one focus - they develop long term reliable solutions, real savings, and ongoing technical support.

The overall responsibility of a Customer Service Representative is to liaise between customers and the company.

Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries.

The role will be analytical and problem-solving skills are needed to be able to discern a CLEAR AND ACCURATE understanding of the information given.

The role must ensure the accuracy of all data and other related information.

Your detailed duties and responsibilities will be discussed by your Team Leader.

Provide professional and efficient customer service as guided by the defines process and procedures

Take ownership of customer issues and see problems through issue resolution

Understand customer's needs by actively listening and asking the right probing questions

Manage the customer accounts

Address billing issues and concerns

Attend to payment concerns

Perform basic troubleshooting

Follow standard procedures for proper escalations of unresolved issues.

Prepare accurate and timely reports

Updates job knowledge by participating in training opportunities reading job aids and updates

At least 1 year of experience in providing customer support over the phone, preferably for a telco account

Ability to probe effectively and diagnose root cause of problems or issues

Excellent customer service and active listening skills

Excellent English communication skills, both written and verbal

Strong computer skills, especially word processing and spreadsheet programs

Experience in using a CRM

Ability and willingness to learn quickly

âœ' Above-Industry Standard Compensation Package

âœ' Premium Healthcare Coverage and Life Insurance

âœ' Fun Monthly Employee Engagement Activities

âœ' Opportunities for Learning, Personality Development, and Career Advancement

Active is one of Australia's leading innovators and providers of utilities.

In 2019, Macquarie Group (ASX : MQG) became a major Shareholder of Active.

They are fully integrated supplying multi-tenant homes and