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Customer Response and Support Officer

  • 501009
  • SA - Adelaide, SA, Australia
  • SA
  • Customer Care Centre
  • Customer, Community & Engagement
  • Ongoing- Full Time
  • Closing at: Nov 13 2024 at 17:00 ACDT

About the Company 

Every day our people provide reliable and trusted water services for more than 1.8 million South Australians. Our work helps ensure this state is a sustainable and healthy place to work and live. 

Our business supports our state’s prosperity and is significant in both size and impact. With a commitment to being climate-ready, we are guided by environmental goals and practices that enable continued service delivery, not just for today’s community, but for future generations.  

For more than 165 years we have been delivering services for South Australians. Ongoing adaptation is necessary, and our people are encouraged to share and develop innovative solutions and fresh ideas. We are driven by our values; we value our people, we do work that matters, we keep it real, we know that our work has impact and we are future focussed. Staying true to our values ensures that we consistently deliver positive outcomes for South Australians.

In short, we make a positive different to the lives of South Australians and the communities they live in every day. 

About the job

As a Customer Response & Support Officer, you will provide essential support to South Australians affected by operational incidents, ensuring they receive timely and effective assistance. In this role, you will be responsible for managing customer inquiries, facilitating alternate water supplies, and guiding customers through the claims process.

This role requires flexibility for shift work and participation in an on-call roster, with applicable shift penalty loading. If you’re ready for this commitment, we’d love to consider your application!

You will collaborate with various teams to address service interruptions and enhance communication, playing a vital role in fostering trust and confidence in our services. Your expertise will ensure that SA Water meets its commitment to delivering reliable water services while prioritising customer satisfaction and safety. This position is integral to our mission of maintaining exceptional service standards across the state.

About Customer, Community and Engagement

The Customer, Community and Engagement group drives customer outcomes by delivering exceptional experiences and tailored solutions that grow business, revenue, and the state economy, while actively engaging with communities, and collecting valuable feedback.

Your responsibilities for this opportunity 

Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day. 

You will: 

  • Manage alternate water supplies for customers during service interruptions.
  • Serve as a single point of contact for customers during operational incidents.
  • Collaborate with teams to address site issues and facilitate insurance claims.
  • Identify process improvement opportunities to minimise future interruptions.
  • Maintain high safety standards and comply with WHS procedures.
  • Respond promptly to fault calls and inquiries, ensuring first contact resolution.

Your success in this role will come from: 

  • Strong customer service skills tailored to individual needs.
  • Exceptional communication and conflict management abilities.
  • Autonomy in solving unique and challenging problems.
  • Experience in managing complex customer issues with compassion.
  • Proficiency in MS Office Suite and mainframe software.
  • A commitment to safety and wellbeing for yourself and others.

Further information can be found in the attached PD – Customer Response and Support Officer PD

To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries, please contact Brit Lee from the Talent Acquisition team brit.lee@sawater.com.au.

Applications close 4pm, 13th November 2024.

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds. 

Our Industry is like no other. Dive into the wonderful world of water and explore the boundless opportunities. Learn more about the water industry at careersinwater.com.au.

Please note: We request that recruitment agencies do not submit candidates for this position, as they will not be accepted.    

Apply now

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