Customer Service Representative

About Tally Group:

At Tally Group we put our energy into building world-leading utility technology. We want to transform how people power their homes and businesses, so we're reinventing how energy retailers operate. We are a cloud-native SaaS provider with extensive experience and clients worldwide. We offer a comprehensive suite of innovative billing, digital and analytics solutions designed to meet globally diverse market and regulatory requirements, empower customers and reduce cost-to-serve.

About the role:

Our clients are some or Australia's largest energy providers. Our Customer Service Representatives (CSRs) answer inbound calls their customers and assist them with a range of issues. This could range from queries about their bill, to issues with their power supply.

Your days will be a mix of:

  Customer Service (70%)

• Answer customers general enquires including applications for supply, meter reading requests, consumption, debt, tariff and other Customer Service enquires.
• Handle customer complaints
• Create service orders, initiate action and update customer’s information in response to customer requests.
• Arrange appointments for Customer Service work on behalf of clients.
• Make outbound customer calls regarding appointment confirmation and debt.

  Payment Management (20%)

• Negotiate payment arrangements with outstanding debtors for domestic and smaller commercial and industrial customers.
• Make simple adjustments to customer accounts in accordance with client credit control arrangements.
• Process journals relating to disconnect/reconnect fees and charges.

   Continuous Improvement (10%)

• Engage in training provided by our onsite Trainer on process improvements and regulatory changes/updates.
• Work on special projects associated with Customer Service processes and systems on an as required basis to improve the customer experience and drive productivity.

Knowledge and skills requirements:

You'll need to be a natural problem solver who loves nothing more than helping people resolve their queries, and thrives in a busy environment.

You'll need to understand the importance of providing exceptional Customer Service. Experience in a busy call centre or Customer Service environment is preferred. You'll be resilient and able to stay calm when handling tough calls - we're not going to sugar coat it, you will get some! IN return you'll work with a supportive and fun team, and will get full training on the energy industry, which will open up pathways into an exciting industry. 

You'll also need:   

• Outstanding communication skills.
• Demonstrated ability in utilizing: Windows based technology (including MS Word, Outlook); Customer Information Systems (CIS) preferably Orion/Engage CRM.
• Experience being measured by Contact Centre KPIs and meeting them.
• Experience dealing with complaints.
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations.
• Must be adaptable, professional, courteous, motivated, and work well on their own or as a member of a team.
• Ability to thrive in a fast-paced environment and with a challenging workload.

What we Offer?

• Competitive Compensation: We offer a competitive salary package that reflects your skills, experience, and contributions to the team.
• Collaborative Environment: Join a team of dedicated professionals who value collaboration and teamwork. Our open and inclusive work culture encourages you to share ideas and contribute to innovative solutions.
• Opportunities for Growth: We believe in promoting from within whenever possible. As you prove your capabilities, you'll have the chance to take on new responsibilities and move up the career ladder.
• Employee Events: Enjoy team-building activities, social events, and outings that foster camaraderie and help you connect with colleagues on a personal level.
• Flexible Working: We recognize that flexibility is important. Our flexible working policy gives you the opportunity to work from home at times which we believe helps with work/life balance.
• One Tally Day: As an extra perk, we provide one tally day each year for you to use as an additional personal day or to observe a special occasion