Customer Service Specialist | Perm/Full Time | Woolloomooloo $84k Bonus Full time /Permanent / 2 days WFH Woolloomooloo Top 10 places to work in Australia About the Company: This company that helps businesses optimise their energy procurement by leveraging strong industry relationships to secure better energy deals. They simplify energy-related administrative tasks through a digital platform and personalised customer support. Their goal is to save businesses time, improve their bottom line and offer a more efficient and customer-friendly experience for managing energy costs. About the Role: This role is a key frontline customer service position focused on safeguarding and promoting the business, its reputation, and its customers. As a Customer Service and Support representative, you will assist customers with inquiries related to their household or business energy costs. The role is primarily phone-based, where you'll handle customer concerns, resolve issues and work towards finding effective solutions. Key Responsibilities: Manage and respond to inbound inquiries, complaints or requests from customers and/or retailers on the panel. Retain and engage current customers to ensure satisfaction and loyalty. Reach out to customers to verify details or address issues related to sales that do not meet QA and compliance standards. Accurately and promptly update the Customer Relationship Management (CRM) system for revenue tracking and processing by retailers on the panel. Contribute to the growth and development of customer service guidelines to ensure consistent, high-quality customer interactions and future-proof service. Maintain the internal complaints register and generate monthly reports on complaints received from the respective retailers, in line with service level agreements. Serve as the main point of contact for retailer Channel Management to resolve complaints effectively. Drive the optimization and continuous improvement of customer service processes About You: Strong service orientation with a focus on empathy and understanding. Excellent verbal communication skills to address customer queries and concerns effectively. Strong organisational skills with the ability to manage multiple tasks efficiently. Ability to resolve customer complaints and turn them into positive outcomes. Proven ability to create win-win solutions, ensuring customer satisfaction. Looking for Career Progression Please apply if you are interested. Please note, only shortlisted candidates will be contacted. If you have any question, please contact Karina at Karinaashdownpeople.com.au.