Job Description
Long-term opportunity – training commences on October 21st!
Flexible: Hybrid WFH arrangements on offer - 35 hours per week
$35.00 per hour + super + 6 monthly $1500 retention bonus
Do you love helping people and problem-solving?
We are looking for passionate Customer Experience Representatives who display empathy, enjoy delivering personalised services, and can truly listen, learn, and lead to ensure that customer problems are resolved with ease, sentiment, and success! It’s not only about the service; it’s about the experience we provide to every customer across every interaction.
Essential services for the community
Located in Honeysuckle, in the heart of Newcastle, Hunter Water Corporation provides drinking water, wastewater, and recycled water services to an approximate 600,000-person population in homes and businesses across the Lower Hunter. Hunter Water’s vision is to be a valued partner in delivering our region's aspirations.
These roles are diverse and present a unique opportunity to learn the technical intricacies of a well-established local organisation that provides essential services to customers and the community in the Lower Hunter area.
To learn more about Hunter Water, the values that guide them (Trust, Wellbeing, Inclusion, Leading and Learning) and the people who work there, visit www.hunterwater.com.au/about-us.
Be part of our team
We currently have an opportunity for multiple Customer Experience Representatives to join the team on an ongoing, casual on-hire basis! This role is comprised of a 35-hour week, with the opportunity for overtime.
The contact centre operates between the hours of 7:30 am to 6:00 pm Monday to Friday, we are seeking candidates who are flexible to work 7.5-hour days between these times.
Once you are sufficiently trained, a hybrid work-from-home and office arrangement will be on offer!
The key focus of these roles is to provide superior customer service both internally and externally. Day-to-day duties include:
Responding to inbound customer queries over the phone and face-to-face
Responding to online enquiries
Manning the web chat function
Recording and maintaining relevant information on corporate information systems
Liaising with internal and external stakeholders to resolve customer-related queries.
Be supported by experienced and talented CX specialists
Hunter Water’s Contact Centre has consistently ranked number one in a nationally recognised Customer Experience mystery shopping program for several consecutive years. This exceptional achievement means that you will be trained, supported and work within a high-performing Customer Experience team that will ensure your skill set remains diverse and best practice, in line with their fundamental and valuable customer experience principles.
Other Perks of the Role!
Eligibility for a $1500 Retention Bonus every 6 months - as a thank you for your work with Hunter Water!
Long-term opportunities on offer – we are seeking candidates interested in a career with Hunter Water – not just a job!
Work-life balance – hybrid work arrangement and a job that you can leave at work, so you have more time to focus on the things that matter at home!
High-quality tech to support you in your role of assisting the community with their inquiries
Location! There are plenty of parking options nearby and access to Newcastle's waterfront and some of our best-kept secrets for all your coffee/lunch needs!
Training will be 35 hours per week for approximately 3 weeks, commencing on the 21st of October 2024.
Contact us now if you:
Have previous call centre or customer service experience (desirable, but not essential)
Love solving queries and are solutions-driven
Thrive in a high-volume and high-pressure environment
Have strong communication skills (both verbal and written) which can be delivered effectively and professionally with a diverse customer base
Can navigate new technology and systems with ease, and love supporting customers across the digital customer experience journey
What to expect from the recruitment process
A written cover letter is not required, just a copy of your up-to-date CV and a video cover letter; you will prompted through the application process to provide a brief, 30-second video, introducing yourself and outlining your motivation for applying!
Additional steps will include:
Initial screening questions via phone or Calendly
Interview with one of our Recruitment Specialists
Skills Testing Assessments
2 x Professional References
Interview with the team at Hunter Water
We will be progressing with candidates as we review applications, if you're interested in being considered for the role, apply now! For more information, please contact Monica Sfeir on 02 4927 2036
