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SalaryCustomer Service Specialist – Shell Card – 6 month contract (ongoing) – Flexible Work Options - Melbourne or Brisbane QLD
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?
Job Description
The Customer Service Specialist – Shell Card provides high level support to our Shell Card customers through our phone and email channels. They will service our customers across a broad range of their needs with a particular focus on complex and high value enquiry types while driving greater adoption of our Self Service functionality.
Duties
You will love helping customers and no two days will be the same. You will work as part of high performing team delivering an amazing customer experience making the complex simple as you creatively solve problems and provide superior service. Some of the duties you will be performing will include;
- Creating a simple and extraordinary customer experience across all interactions over multiple communication channels: voice & email
- Demonstrating a strong sense of ownership of issues/scenarios presented day to day, managing them through to completion within designated timeframes
- Identifying and effectively managing a customer’s issue through to an agreed resolution.
- Collaborating with the Shellcard Team to understand how the business strategy/activity links into the focus on an extraordinary Customer Experience
- Use your knowledge to upsell Shellcard CVP & Offers
- You will troubleshoot and promote Customer use of self-service functionality.
- You will develop a specialist knowledge of our Customer journeys and subject matter in order to provide a highly specialised experience.
- Drive improved CSI and NPS to ensure customer satisfaction/experience is exceeded.
- Provide account management for our Mass Market customer segment.
- Deliver against agreed Key Performance indicators and targets
- People Management and Relationship Building skills
- Develop and strengthen existing and new customer relationships –internal & external
- Driving technical and operational efficiencies to improve Customer Experience and service delivery metrics
- Identifying opportunities to meet customer needs (existing and future) through workshops, collaboration sessions and customer verbatim.
The successful candidate will demonstrate strength in:
- Their ability to articulate, listen and communicate effectively.
- Experience in identifying customer needs and provide solutions to solve their concerns.
- Creative problem solving skills
- Be Customer Obsessed
- Extremely accurate, attention to detail
- Very good written and verbal communications
- Excellent time-management skills
- Strong self-management skills including the ability to work autonomously and prioritise own workload and deliverables
- Ability to influence through others and collaborate across teams
- Intermediate to advanced experience in managing and maintaining records in Customer Relationship Management systems.
- Excellent Computer Skills
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.
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.
