Customer Support and Dispatch Officer - Talent Pool

About this role

We’re building a talent pool for opportunities in our Contact Centre – and we want YOU to be part of it. About the role/s : These positions are within a technical contact centre that provides polite, professional and timely service to our customers who contact us via phone, email or online. The contact centre operates 24 hours a day, 365 days a year on a rotating shift roster. This role/s has primary responsibility for managing the technical enquiry, faults and emergency, dial before you dig and dispatch call-queues which includes answering technical questions and providing advice; processing applications; troubleshooting problems; processing, building, dispatching and updating field jobs; triaging and logging complex complaints and enquiries. Responsibilities include: • Manage, triage, respond and register inbound customer calls, emails and online contacts in line with customer service KPIs and organisational customer experience expectations. • Processing applications and troubleshooting problems. • Building, dispatching and updating field jobs. • Maintaining accurate records and ensuring compliance with service KPIS • Validate data and administer follow-on work requests • Provide remote planning support for network maintenance and emergency work • Escalate emergency situations as per defined processes • Deliver administrative support across Icon Water where required What We're Looking for: • Proven ability to provide effective customer service in the delivery of accurate and timely written and verbal information to internal and external customers • Demonstrated ability to use a variety of computerised information technology systems • Good understanding of Icon Water's products, services, and operating procedures • An understanding of relevant legislative requirements, Icon Water Code of Conduct and the Work Health & Safety system To find out more about the role you can view the position description here . Alternatively, you can contact Amber.Rolfe@iconwater.com.au for further information. How to apply : If this role interests you, please submit your resume along with a one-page cover letter addressing how you meet the requirements of the role through the Careers Portal. Applications close Sunday 16th August