Customer Service & Back Office Support Specialist

Customer Service

• Answer inbound calls within service standards
• Respond to email requests from customers within service standards
• Make customer outbound calls as required
• Take ownership of customer enquiries and needs, providing/facilitating appropriate solutions by utilising knowledge and relevant systems
• Contribute to and participate in all compliance, product and skills training
• Log and coordinate service order requests with the back-office function, ensuring customers are kept informed of progress and outcomes
• Identify opportunities to increase value to customers
• Build and maintain solid customer relationships

Back Office Support

• Create, validate and update customer accounts and contact details in relevant systems, ensuring data accuracy
• Support multiple B2B/shared inboxes, ensuring emails are categorized, prioritized, allocated and responded to within agreed timeframes
• Monitor B2B communications for acknowledgements, requests for information and rejections, and follow up with the appropriate internal teams and external parties to progress outcomes
• Support market transactions and lifecycle activities by preparing, submitting and tracking required market actions (e.g., transfers/moves, meter reads, objections, and data corrections) in line with procedures and timeframes
• Liaise with internal stakeholders and external parties (e.g., distributors, metering/service partners) to progress market transactions and service orders, ensuring status updates and outcomes are recorded
• Perform quality checks on market transaction data and outcomes, escalating systemic issues and contributing to process improvements to reduce rework and missed timeframes
• Maintain accurate case notes, outcomes and supporting documentation to enable auditability and continuity of service
• Manage queues/worklists, prioritizing urgent or aged items and escalating risks in a timely manner
• Contribute to process documentation, continuous improvement and quality checks to reduce rework and improve turnaround times

Putting the Customer First

• Think with a customer-first mindset to drive optimum customer service solutions
• Assess customer needs effectively and weigh alternative approaches or solutions, ensuring the customer is put first. Achieve longer-term commitment beyond the customer’s immediate needs
• A champion for customer experience, continually looking for ways to drive quality and process improvement and instil those customer-centric values within the team

Culture and Engagement

• Build a strong customer-focused culture
• Build a strong culture that is founded on our values of willing, ethical, courageous, respectful and exceptional (we care)

Role model for our values and behaviours