Job Overview
Our client is a leading Australian utilities connections service provider that helps customers seamlessly arrange their electricity, gas, phone, and internet services when moving homes.
We are looking for a dedicated and customer-focused Customer Service Representative to join our client's frontline contact center team. The role involves handling customer inquiries across multiple communication channels, providing assistance with energy and telecommunications services, and supporting customers through online and voice sales.
The ideal candidate has excellent communication skills, a strong customer service orientation, and the ability to manage customer interactions professionally and efficiently. The successful candidate will be responsible for delivering positive customer experiences, identifying suitable products and services based on customer needs, and meeting established performance expectations.
Job Details
Work set up: Onsite – Eastwood, Quezon City
Schedule: Monday to Friday | Shifting schedule within 6:00 AM – 4:00 PM (Time zone to be confirmed)
Holiday: Will follow New South Wales (Australia) holidays
Responsibilities
- Handle incoming and outgoing customer calls, emails, and webchat inquiries professionally and efficiently.
- Serve as the primary point of contact for customers requiring assistance with electricity, gas, phone, internet, and other utility-related services.
- Address and resolve customer inquiries regarding energy and telecommunications products and services.
- Assist customers with arranging utility connections and selecting suitable products and services based on their individual needs.
- Support customers through online and voice sales channels, providing accurate product information and recommendations.
- Identify customer needs and match them with appropriate energy and telecommunications solutions.
- Provide clear and accurate information regarding available services, processes, and customer requirements.
- Handle customer concerns and resolve issues promptly while maintaining a positive customer experience.
- Meet established key performance indicators (KPIs) related to sales, responsiveness, service quality, and first-call resolution.
- Promote and demonstrate the company's brand values through professional, helpful, and customer-focused interactions.
- Collaborate with team members and leadership to ensure effective resolution of customer concerns and exceptional service delivery.
- Maintain up-to-date knowledge of the company's products, services, processes, and relevant industry information.
- Participate in training, coaching, and continuous learning opportunities to improve customer service and sales performance.
- Demonstrate reliability, professionalism, and accountability in completing assigned responsibilities.
- Perform other customer service and sales support tasks as required.
Qualifications
- Excellent written and verbal English communication skills.
- Strong customer service orientation with the ability to communicate professionally and effectively with customers.
- Good interpersonal skills and the ability to build rapport with customers.
- Strong listening, problem-solving, and customer engagement skills.
- Comfortable handling customer inquiries through phone calls, email, and webchat.
- Ability to understand customer needs and recommend appropriate products and services.
- Basic sales aptitude and willingness to assist customers through online and voice sales channels.
- Strong digital literacy and proficiency in using computers, online applications, and communication platforms.
- Ability to learn and navigate multiple systems and applications efficiently.
- Strong organizational and time-management skills with the ability to handle multiple tasks and customer inquiries.
- Ability to work effectively in a fast-paced contact center environment.
- Strong attention to detail and commitment to providing accurate information.
- Reliable, punctual, and committed to meeting attendance and performance expectations.
- Willingness to learn new products, services, and processes through training and continuous development.
- Ability to work collaboratively with team members and follow established procedures and service standards.
- Willingness to work onsite in Eastwood, Quezon City, following the assigned shifting schedule.
Preferred Qualifications:
- Previous experience in a customer service, contact center, or BPO environment.
- Experience handling inbound and outbound customer calls.
- Previous experience in energy, utilities, or telecommunications services.
- Experience supporting customers through online or voice sales channels.
- Familiarity with customer service performance metrics, including sales targets, response times, service quality, and first-call resolution.