Customer Service Specialist – Retail

A career with Viva Energy is more than just a job! It’s an opportunity to be part of something bigger. The opportunity to join an amazing team committed to supporting our evolving energy needs and helping to build a secure and sustainable energy future.

Our energy helps people reach their destinations, fuels industries, support local businesses and communities. We are proud of the role we play in the local economies where we operate and supporting Australia’s energy security.

Our future plans will support a transition to sustainable, lower carbon energy solutions. At the heart of our plans is people power. People who want to be part of the change and the solution. People who want to make a difference to ensure our customers, communities, environment and the planet thrive today as well as tomorrow. Will you be part of the energy solution?

This is a key role focused on delivering an exceptional experience to our Consumer base and members of the general public who interact with Viva Energy via various communication channels on a variety of topics.

Inbound Contact (Voice, LiveChat & Emails):

• The primary role of the Customer Service Specialist is to communicate with our consumers via Live Chat; Telephone and Emails to answer their questions and resolve their issues.
• A large proportion of customer queries can be resolved immediately, however some interactions require follow up and/or investigation. The Customer Service Specialist is responsible for completing the life cycle of the query by engaging with other stakeholders or colleagues to help resolve.
• As the voice of Viva Energy, you will assist customers by proactively solving their issues through active listening and your understanding of the end to end process for our customer base.
• You will be responsible for cross selling and up selling where appropriate, such as moving customers from inbound voice calls to our self-serve platforms and advising customers of marketing promotions.
• Maintain an accurate record of customer information and relevant actions in supporting systems, such as Salesforce (CRM)
• An important aspect of this role is the ongoing review of current process with the aim to improve to ensure our customers have a positive experience. Your access to customer insights through your conversations (verbal and written) is a critical component of this improvement process.
• Adhere to all key performance indicators.

Our promise to you is that we will provide you with a positive employee experience, equip you with the tools and the knowledge you need, be available and approachable and listen to all of your suggestions for improvement, if you make the commitment to speak up if you disagree, be your authentic self, be open, honest, positive and upbeat, and delight our customers with your attitude and solutions.

• MS Office:
• • PowerPoint:      Basic
  • Excel:                   Basic to Intermediate
  • Word:                  Intermediate
• CRM systems (Salesforce preferred):Basic to Intermediate
• ERP systems (JDE preferred): Basic
• Telephony systems:Basic to Intermediate
• Demonstrated understanding of, commitment to and alignment with our service values
• Delivered outstanding Customer Service and the improvement of the customer’s experience.
• A demonstrated record of role modelling organizational values and appropriate behaviors to create a positive and accountable team culture.
• Well-developed written, verbal and interpersonal skills and a track record of working collaboratively across an organisation.
• Ability to use initiative and to problem solve.
• Strong organizational and time management abilities
• Demonstrated experience in using computerised information systems, applications and online resources.
• Strong self-management skills including the ability to work autonomously and prioritise own workload and deliverables

We offer a range of benefits to help you to Grow, Belong and Thrive:

• Challenging roles and meaningful work to help you grow your career
• A leading approach to flexible working.
• Access to a range of best in class wellness initiatives.
• Celebrate you with an extra day of leave for your birthday.
• Generous and flexible parental leave - accrue full time super until your child turns five.
• A competitive package including performance incentives
• 25% fuel discount
• We pay your permanent and total disability and death cover insurance.

About Us:

At Viva Energy, our purpose is helping people reach their destination. We manufacture, import, blend and deliver energy products through our extensive supply chain network. We are the exclusive Shell licensee in Australia, and supply around a quarter of Australia’s fuel through our network of around 1345 service stations and through our commercial partnerships with some of Australia’s biggest companies.

It’s an exciting time to join Viva Energy, as we play our role in providing safe and reliable fuel supply today while preparing for the lower carbon energies of tomorrow. Our goal is to support the world's evolving energy needs and achieve net zero by 2050. Our future plans include a gas terminal and a solar energy farm, projects to support alternative energies such as renewables and hydrogen, and the development of strategic storage to improve fuel supply security.

Our Culture:

At Viva Energy we aspire to create a great place to work where everyone feels valued and has the opportuntiy to contribute to our success.

Achieving WGEA Employer of Choice accreditation and being certified as a Family Inclusive Workplace by Parents at Work in partnership with UNICEF Australia highlight that we are driven by our people.

We are open to flexibility options including part-time, job-share and flexibility in start and finish times. We are happy to explore what this could look like for you during the recruitment process.

We encourage applicants from diverse backgrounds to apply. Please let us know if you would like to be put in contact with a team member from our diversity pillars – Gender, First Nations Peoples, Pride, Culture, Families and Abilities – as you progress through the recruitment process.