Customer Care Agent

Who we are 

Australian Gas Infrastructure Group (AGIG) owns, operates and invests in infrastructure which delivers gas to more than two million homes and businesses, and is one of the largest gas infrastructure businesses in Australia. AGIG manages over 40,000km of distribution networks, more than 4,300km of transmission pipelines and 60 petajoules of storage capacity. We employ over 470 people with an additional 1,600 contractors working on our assets.

AGIG is leading the way for the Australian renewable gas sector, and are committed to sustainable gas delivery today, and tomorrow. Our low carbon vision, targets 10% renewable gas in our distribution networks by no later than 2030, with full decarbonisation of our networks by 2040 as a stretch target and by no later than 2050.

About the Opportunity 

The Customer Care Agent is responsible for delivering outstanding service to our customers. They will be managing enquiries received into the Customer Care Team which are either directly from customers, external stakeholders (e.g. Retailers, EWOV), or that are escalated from the First Point Resolution Teams (e.g. Service Desk / Faults & Emergencies). The Agent will also assist with the coordination of Priority Services offered to our most vulnerable customers that may require assistance with their gas supply.

The Agent is focused on providing a positive experience and quick resolution for customers, is highly approachable and a strong team player with great communication and organizational skills.

Key Responsibilities: 

• Manage inbound customer contact points – including but not limited to phone lines, emails, and CRM allocations.
• Manage a portfolio of enquires that may require investigation by multiple stakeholders, including Service Providers.
• Effectively identify whether the case raised has been appropriately logged in relevant systems, i.e. CRM, and if appropriate escalation processes have been followed.
• Effectively manage customer expectations by ensuring their knowledge of complaint policies and regulatory requirements (i.e. codes, standards and guidelines) is up-to-date and accurate.
• Ensure all enquiry and complaint details are captured on the relevant systems.
• Ensure all customer data is accurate and up to date in all relevant systems.
• Support the delivery of Priority Services to vulnerable customers, including but not limited to registration of customer details, facilitation of trade assistance and/or processing of rebates to customers.

About You

• Relevant tertiary qualification or equivalent practical experience
• Experience in energy industry or utilities sector and/or appropriate experience in a customer service role.
• Ability to manage customer expectations, with focus on conflict and dispute resolution.
• Demonstrated time management skills, including the ability to work with conflicting priorities.
• Experience in undertaking investigations, analysis and reporting findings.
• Strong interpersonal and communication skills.
• Knowledge of MS Excel, MS Word and MS PowerPoint
• High level of attention to detail

What we offer

• We are proud to be recognised as an inclusive employer by Diversity Council Australia, and our commitment to diversity and inclusion has earned us recognition in 2023-2024. Join us to be part of a team that values and celebrates differences, ensuring that everyone’s voice is heard and respected.
• Dive into a culture and shape a better future with us: Join a team that’s dedicated over 600 volunteers hours, raised $40,000 for charity, and a made a lasting impact from rural health to environmental care.
• Bonus incentive program
• A range of flexible working arrangements and leave options, including three additional leave days and the option to purchase two weeks of additional leave each year
• Professional Development opportunities to support your career growth
• Wellbeing and Inclusion program including Employee Assistance Program, annual flu vaccinations and access to free annual health checks
• Social activities, community partnership programs and paid volunteer days
• Range of rewards and recognition activities across the company
• Salary Continuance Insurance 

AGIG is committed to a workplace that promotes and recognises the diversity of its employees and the broader community that we serve by applying the principles of equity, fairness and transparency. A diverse and inclusive workplace is consistent with achieving AGIG’s values of Respect, Trust, Perform and One Team. 

We are an equal opportunity employer and encourage applications from female, Aboriginal and Torres Strait Island peoples, people from culturally diverse backgrounds and people with disabilities.

As part of the recruitment process, candidates will be required to undertake background checks which include reference checks, police check and a pre-employment medical.

Applications Close: 4.00pm, 31/05/2024