Customer Service Officer - Faults

Do you want the flexibility to work from home and in a hybrid model for training, providing exceptional Customer Service with all the equipment, training and support you need? For our client, customers are at the heart of everything they do. Their mission is to create a connected future so that everyone can thrive, and that’s where you come in! As they build their - team across Australia, we are looking for passionate Customer Service Specialists who are determined to deliver an exceptional experience to customers. 

As a Customer Service Specialist, you will join the Consumer Faults Team in the Telecommunications Industry. Commencing 4th March 2024, this is a full-time, 12-month contract with a view to extension or permanency. The successful candidates must have the flexibility to work on a rotating roster Monday – Sunday, 7am – 11pm – committing to 1-2 weekends per month. 

The Role: The Customer Service Specialist will focus on advocating for vulnerable customers and handling various y types, including activities related to Priority Assist faults and services. Receiving inbound calls from Priority Assist and vulnerable customers, your aim is to provide service and support for fault-related calls. This may include following a guided workflow and resolving issues during the inbound call or organising for a Service Technician to attend the customer's premises. 

Key responsibilities: 

• Assist customers in understanding, using, and resolving issues  
• Fault restoration and basic billing or account enquiries 
• Comply with established practices, procedures, and legislative requirements, including handling customers in vulnerable circumstances 
• Identify when a customer is in distress and take appropriate intervention or escalation measures to ensure the recovery of their experience 
• Take ownership of issues, offering solutions and managing within designated timeframes 
• Availability to meet the operating hours of the business as generated by customer demand 

To ensure success: 

• Have previous experience working in a high volume and high functioning environment (call centre experience desirable) 
• Proven ability to determine priorities, co-ordinate resources and make sound business judgements to best achieve the customer and business requirements 
• Problem Solving abilities
• Exposure to CRM experience is highly desirable  

Whilst it would be ideal if you have worked in a similar position, if you believe you have the above qualities, please apply now! 

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via ***********@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.