Senior 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, members of the general public, internal stakeholders and supporting our agents through knowledge transfers and escalations.

Responsibilities:

• Create an extraordinary consumer experience across multiple channels including telephone, email and Live Chat
• Identify customer needs and provide solutions by listening and communicating effectively
• Partner with the Customer Solutions & Retail teams to understand how the business strategy links into the teams activities.
• Provide Tier 2 support on activities such as:
• • Internal Reporting
  • Desktop Procedure Management
  • Chat Bot Knowledge Article Updates
  • Overflow of Voice Activity
  • Escalations voice/non voice
  • Quality Assurance / Peer Check / Coaching
• Escalation point for the team on queries & issues
• Review all process improvements and provide feedback on viability
• Be the knowledge transfer focal for the team to increase performance
• Back up support for Salesforce Administration & Telephony Support in the absence of the key focals.

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:              Intermediate
  • Word:              Intermediate
• CRM systems (Salesforce preferred):Intermediate
• ERP systems (JDE preferred): Basic to intermediate
• Telephony systems:Intermediate
• Understanding of, commitment to and alignment with our service values
• Demonstrated commitment to 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 computerized 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 opportunity 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.