Customer Service Officer

Customer Service Officer – Permanent Full Time – Perth Office CBD

We are seeking a Customer Service Officer to deliver exceptional first-point-of-contact service to both internal and external customers. This role involves providing timely advice and information, ensuring adherence to agreed SLA targets, and efficiently utilizing various corporate systems. With a focus on accuracy and responsiveness, you will play a key role in enhancing customer satisfaction and supporting operational excellence. If you have strong communication skills and a commitment to service excellence, we want to hear from you!

Your Role in Action

• Process Customer Contacts (CUST 3.1)

• Efficient handling of general and specialised queries and dealing with the query in an efficient manner and escalating where required

• Assists in identifying continuous improvement and innovation within the team

• Sharing of technical knowledge and information

• Developing and improving own personal effectiveness

• Responsible for planning and implementing daily and weekly allocated work

• Responsible for end to end management of assigned task including the escalation of issues outside of process

• Ensuring knowledge is kept up to date to be able to take and respond to fault calls where required

• Follow defined business processes in administering customer queries

• Document variations to procedures, programmes and processes

• Implementing area Emergency Response strategies to deal with Fault Calls as part of the Call Centre or as back up to the Call Centre

  
  

What Makes You a Great Fit

• 3 + years relevant experience in a front-line, high volume, customer service environment.

• Competent in digital systems and technology - MS Office suite (Outlook, Word, Excel) and internet browser (Internet Explorer) or equivalent

• Demonstrated ability to adapt to and support customer service objectives

• Demonstrated communication, interpersonal and teamwork skills

• Good level of written and verbal communication skills

• Demonstrated ability to achieve competency in using workplace web-based applications.

• Demonstrated ability to achieve competency in applying technical information

  
  

By joining Western Power, you will contribute to powering a cleaner energy future. We are dedicated to fostering career development and promoting a healthy work-life balance, empowering you to drive innovation as we develop a network that will serve the Western Australian community for generations. You will also benefit from a range of perks and opportunities, including:

• Over 50% of our employment opportunities are driven by career progression.

• Flexible work arrangements to support part time work, working hours and working from home arrangements.

• The opportunity to purchase up to four weeks of additional leave per year.

• Access to salary packaging, social club activities, and discounted health insurance and gym membership.

• An award-winning employee recognition and benefits programme.

• An innovative team culture that’s enabling the transition to renewable energy and decarbonisation.

• In addition to standard leave, enjoy two wellness leave days each year.

• Access to end-of-trip facilities at our Perth office and South Metro Depot, perfect for cyclists.

• On-site café available for convenient meals and refreshments throughout the day.

  
  

Applications close on Friday 18th January 2025

We value diversity and inclusivity, encouraging applications from all backgrounds, including women, Aboriginal and Torres Strait Islander people, and LGBTQIA+ communities. Find out more about our Reconciliation Action Plan and Disability Access and Inclusion Plan.

Learn more about Western Power here: About (westernpower.com.au)

Find out how we’re building A Network for Life: A network for life (westernpower.com.au)