Customer Services Representative - Infringements Team

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions. 

The overall mission of Orikan is to make the communities we work in more liveable by enhancing community mobility and improving parking equity, ensuring interactions and payments are easy for clients and customers, making it easy for the public to comply with regulations and allowing efficient management of enforcement and infringement operations.

Visit our website to learn more about our solutions: Solutions - Orikan

Come and join our friendly Customer Services team based in Melbourne's lively and conveniently located South Wharf area to help our customers through the parking infringement process.

Key Responsibilities: 

• Provide professional, accurate and timely guidance and information by phone to members of the community, predominantly relating to the processing of infringements and permits
• Help customers clear parking infringement debts by providing relevant payment options for them to close out infringement notices, encouraging customer payments through all relevant payment options
• Advise members of the public of their rights and obligations under relevant legislation
• Provide advice in relation to Council processes relating to parking to members of the public, financial counsellors, caseworkers, solicitors, police officers, and council employees
• Keep the CRM up to date with call summaries and case histories 

What we are looking for:

• Strong Customer Service orientation
• Good communication skills both written and verbal
• Professional approach and good phone manner especially when dealing with the difficult or distressed clients
• Well-developed negotiation, problem solving and decision making skills
• Ability to use multiple computer systems simultaneously
• Energetic and enthusiastic approach
• Ability to work autonomously
• Call Centre experience is desirable; ideally 12 months+

What's in it for you

• Melbourne CBD location
• Part of a wider Group of companies who exist to make the communities we serve more livable by enhancing community mobility and improving parking equity.
• Opportunity to progress into 2IC, Team Leader roles, Correspondence & Client Services roles, and other Group roles e.g. Product Support Consultant or Implementation Consultant
• No weekend work (Monday to Friday 8am to 9pm rotating roster across 38 hours per week)
• Company paid parental leave (12 weeks)
• 12 days paid personal leave
• Competitive base salary, plus Super
• Recognition program
• Values-led culture; supportive team environment
• Discounted parking at DFO South Wharf
• Breakfast on site 
• Company laptop
• Flexible work arrangements (on completion of probation, up to 6 days WFH per month)
• Annual pay increases on 01 Jan each year (employment terms covered by Enterprise Agreement)