Customer Service Officer

About us and the role

Smart Urban Properties Australia (SUPA) is a newly merged company in the Property Industry providing a unique offering covering Security Solutions & Smart Home Solutions (SUPA Tech), Essential Energy Services (SUPA Energy) and Fibre Networks (SUPA Networks) for new builds and existing properties. We believe that every day we are helping to create smarter, safer, sustainable and more connected buildings. We do this by enabling smarter buildings and providing a smarter property experience. 

We are a company that embraces work life balance and flexibility by offering hybrid work arrangements. We are located in brand new offices in the heart of South Melbourne that will give you free access to in-building gym facilities, and a range of other amenities plus access to great surrounding cafes. 

We are seeking a candidate to join our Customer Operations team in the role of Customer Service Officer that will perform critical Customer Service functions. The right candidate will have a demonstratable history of Customer Service and will have a true opportunity to represent the voice of the customer to the organisation. 

What you will be responsible for

• Resolving Customer enquiries by handling incoming calls and emails relating to their account, payments, and other general enquiries.
• Handling escalated enquiries from Customers, Management, or applicable Regulatory Bodies.
• Identifying and supporting accounts either currently facing, or have a high probability of facing, payment difficulty via engagement on payment plans or supporting Collections activity.
• Identifying and deploying process improvements for Operations Group and the broader business
• Maintaining accurate records of Customer interactions and activity via internal platforms

What we are looking for

We are looking for someone with;

• Customer Service Experience, ideally within the Energy/Utilities industry
• A relentless focus on being the customer advocate
• A desire to develop within the role via tactical and strategic change projects
• Positive & calm demeanor
• Excellent attention to detail
• Team player and someone that enjoys the camaraderie of working and achieving together
• Strong written and verbal communication skills

A bit more about us

In December 2022, a number of successful companies joined forces to create Smart Urban Properties Australia (SUPA). Supa employees around 150 employees across the east coast of Australia.

We are entering into a formational time of integration, growth and opportunity and it really is an exciting time to be joining this team. Please check out more about us here https://www.smarturbanproperties.com.au/

This is an opportunity to make your mark and gain some really great experience, so if you are interested in this role, please send through your CV and cover letter. We would love to hear from you!