Customer support officer

• Located at Parramatta and other Sydney Water office locations
• Fixed-term contracts available for 38 hours per week. Hybrid flexible - in office and at home
• $92,933.98 base salary per annum, pro rata + Super + Leave Loading
  

Two exciting opportunities have become available for Customer Support Officers to join the Customer Experience team within Sydney Water. One is a fixed-term parental leave cover until June 2025. The second opportunity is a fixed-term position for up to 24 months. The role of a Customer Support Officer is to contribute to the effective and efficient administrative support of complex products and services to Sydney Water’s business customers. This will include handling large volumes of incoming and outgoing correspondence with customers, proactive customer interactions, management of procurement activities, data entry and day – to day office coordination. We are looking for a highly motivated team-player with a strong aptitude for learning new processes and systems. To be successful in this role, you will need to develop a working knowledge of concepts and technical subject matter relevant to the management of our business customers, including trade waste and backflow containment. Responsibilities

• Provide quality customer service to Sydney Water’s connected business customers in line with agreed standards.
• Establish and maintain effective relationships with Business Customer Specialist and Consultants and other key people within Sydney Water and relevant service providers and consultants to Sydney Water.
• Assist service providers and consultants in the use of Sydney Water systems (WasteID, Tapin, etc.) to create a smooth customer journey.
• Receive, review and check the accuracy of customer correspondence and applications and cross-check customer details against relevant Sydney Water systems.
• Respond to enquiries through centralised, high-volume email and service request inboxes for business customer enquiries and involve other team members as required.
• Support the management of customer device compliance through customer follow-ups and assist in the exception management processes in our enterprise billing, customer and compliance management systems (SAP).
• Resolve agreement and billing queries for commercial trade wastewater customers using investigative skills and system knowledge to ensure accurate invoicing. Provide efficient day-to-day support to the Business Customers’ team through effective relationships with staff.
• Provide accurate, timely, high-quality documentation to business customers.
  

Experience And Qualifications

• Minimum 3 years’ experience in a relevant role with a demonstrated ability to meet objectives.
• Strong customer and negotiation skills.
• Demonstrated experience in successfully contributing to programs of work and activities to ensure service levels are achieved.
• Demonstrated high level of customer service skills.
• Good interpersonal, communication, influencing, liaison, negotiation and conflict resolution skills including an ability to engage with people at all levels in the organisation.
• High level of computer literacy skills and experience with enterprise billing and customer systems (e.g. SAP)
  

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information please contact . Our commitment to employee well-being extends beyond the workplace. Here's how we support you:

• Flexible & Hybrid working options.
• Childcare allowances.
• Up to 18 weeks of paid parental leave.
• Novated lease opportunities.
• Fitness Passport providing access to numerous gyms and pools across NSW.
• Flu vaccinations and discounted health insurance memberships
  

Closing Date: Monday 27 May 2024 Please advise if you require any adjustments to actively participate in the application and recruitment process. Working at Sydney Water At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too. Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world. We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans . As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application Please see the position description for the role’s full accountabilities.