Tally Group
Customer Service Representative (Remote)
Customer Service Representative | Tally Group |Australia
About Tally Group:
At Tally Group we put our energy into building world-leading utilitytechnology. We want to transform how people power their homes andbusinesses, so we’re reinventing how energy retailers operate. We area cloud-native SaaS provider with extensive experience and clientsworldwide. We offer a comprehensive suite of innovative billing, digital...
Customer Service Representative | Tally Group | Australia
About Tally Group:
At Tally Group we put our energy into building world-leading utility technology. We want to transform how people power their homes and businesses, so we’re reinventing how energy retailers operate. We are a cloud-native SaaS provider with extensive experience and clients worldwide. We offer a comprehensive suite of innovative billing, digital and analytics solutions designed to meet globally diverse market and regulatory requirements, empower customers and reduce cost-to-serve.
About the role:
Our clients are some or Australia’s largest energy providers. Our Customer Service Representatives (CSRs) answer inbound calls their customers and assist them with a range of issues. This could range from queries about their bill, to issues with their power supply.
Your days will be a mix of:
Customer Service (70%)
- Answer customers general enquires including applications for supply, meter reading requests, consumption, debt, tariff and other customer service enquires.
- Handle customer complaints
- Create service orders, initiate action and update customer’s information in response to customer requests.
- Arrange appointments for customer service work on behalf of clients.
- Make outbound customer calls regarding appointment confirmation and debt.
Payment Management (20%)
- Negotiate payment arrangements with outstanding debtors for domestic and smaller commercial and industrial customers.
- Make simple adjustments to customer accounts in accordance with client credit control arrangements.
- Process journals relating to disconnect/reconnect fees and charges.
Continuous Improvement (10%)
- Engage in training provided by our onsite Trainer on process improvements and regulatory changes/updates.
- Work on special projects associated with customer service processes and systems on an as required basis to improve the customer experience and drive productivity.
Knowledge and skills requirements:
You’ll need to be a natural problem solver who loves nothing more than helping people resolve their queries, and thrives in a busy environment.
You’ll need to understand the importance of providing exceptional customer service. Experience in a busy call centre or customer service environment is preferred. You’ll be resilient and able to stay calm when handling tough calls – we’re not going to sugar coat it, you will get some! IN return you’ll work with a supportive and fun team, and will get full training on the energy industry, which will open up pathways into an exciting industry.
You’ll also need:
- Outstanding communication skills.
- Demonstrated ability in utilizing: Windows based technology (including MS Word, Outlook); Customer Information Systems (CIS) preferably Orion/Engage CRM.
- Experience being measured by Contact Centre KPIs and meeting them.
- Experience dealing with complaints.
- Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations.
- Must be adaptable, professional, courteous, motivated, and work well on their own or as a member of a team.
- Ability to thrive in a fast-paced environment and with a challenging workload.
What we Offer?
- Competitive Compensation: We offer a competitive salary package that reflects your skills, experience, and contributions to the team.
- Collaborative Environment: Join a team of dedicated professionals who value collaboration and teamwork. Our open and inclusive work culture encourages you to share ideas and contribute to innovative solutions.
- Opportunities for Growth: We believe in promoting from within whenever possible. As you prove your capabilities, you’ll have the chance to take on new responsibilities and move up the career ladder.
- Employee Events: Enjoy team-building activities, social events, and outings that foster camaraderie and help you connect with colleagues on a personal level.
- Flexible Working: We recognize that flexibility is important. Our flexible working policy gives you the opportunity to work from home at times which we believe helps with work/life balance.
- One Tally Day: As an extra perk, we provide one tally day each year for you to use as an additional personal day or to observe a special occasion
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