August 27, 2024
Jacana Energy
Darwin
OTHER & FULL TIME
Customer Care Advisor
Agency Jacana Energy Contact
Stuart Burris via email at:
Work Unit Customer Experience Stuart.Burris@jacanaenergy.com.au
Job title Customer Care Advisor Agency information
Designation Jacana Energy Level 1 www.jacanaenergy.com.au
Job type Full time Information for applicants
Applications must include a one-page summary
Duration Ongoing about you, a detailed resume and copies of
tertiary qualifications. For further information for
Salary $58,843 - $77,282 applicants and example app OCPE website.
Location Darwin Special Measures
Position 37305 Jacana Energy values diversity in the workplace that
number represents the community. Therefore, under an
approved Special Measures Plan, eligible Aboriginal
RTF 304127 and Torres Strait Islander (Aboriginal) applicants will
be granted priority consideration for selection. For
Closing 16/09/2024 more information on Special Measures, go to the
OCPE website.
Information about selected applicant’s merit
If you accept this position, a summary of your merit
(including work history, qualifications, experience,
skills, etc.) will be provided to other applicants to
enable transparency and understanding of the
decision. For further information see:
http://www.nt.gov.au/ocpe
Apply online link.
https://jobs.nt.gov.au/Home/Job Details?rtf Id=304127
ABOUT THE ROLE
Provide superior customer focused services to a broad customer base in a Contact Centre
environment and support customers with a variety of enquiries through telephone and
electronic mediums.
CORE RESPONSIBILITIES
What you will be doing:
1. Actively provide high standard of quality and timely customer service experience in line
with Key Performance Indicators (KPI’s)
2. Work with customers to identify the most relevant JE products and services to assist with
their electricity requirements.
3. Respond promptly to customer inquiries with quality first contact resolution delivery.
4. Maintain customer databases, accounts, forms, applications, requests and record details
of inquiries, comments, and complaints.
5. Ensure correct regulatory obligations processes are followed as well as maintaining a
positive customer experiences.
6. Comply with the NTPS and Jacana Energy’s Code of Conduct, NTPS and Jacana
Energy, corporate values and strategies, policies and procedures as well as other
relevant regulatory guidelines.
SELECTION CRITERIA
The ideal candidate must have:
1. Ability to apply written and verbal communication skills and demonstrated understanding
of the privacy act legislation and maintaining customer confidentiality.
2. Recent experience working within a contact centre environment.
3. Proficient computer literacy skills including operational experience of a customer-based
information system.
4. Demonstrated ability to work in a team environment to ensure positive outcomes of the
organisation are achieved.
5. Proven ability to, multitask, develop innovative ideas and be comfortable working in a
fast-paced environment.
6. Proven initiative and self-motivation with the ability to achieve KPI’s, work independently
with minimal supervision, as well as perform under pressure to meet deadlines.
7. Proven ability with numerical accuracy and attention to detail to ensure accuracy of
account and customer transactions.
8. Commitment to providing a high standard of customer service and operating within the
Jacana Energy corporate values of Diversity, Innovation, Honesty, Teamwork and
Wellbeing.
You may also have:
1. Relevant experience in regulated utility or commercial environment, or Government
owned Corporation.
2. Previous experience with ROS, Touchpoint or similar systems
CORE COMPETENCIES
Our core competency guide is the foundation tool in building and developing individual
employee growth, and outlines the behavioural skills and performance expected of all
employees across our organisation which aligns to Jacana Energy values.
Action orientated Taking on new opportunities and tough challenges
with a sense of urgency and enthusiasm.
Communicates effectively Developing and delivering multi-mode communications
that convey a clear understanding of the unique needs
of diverse audiences.
Customer focus Building strong customer relations and delivering
customer centric solutions.
Ensures accountability Holding self and others accountable to meet
commitments.
Instils trust Gaining the confidence and trust of others through
honesty, trust, integrity and authenticity.
HOW TO APPLY
If you meet the above selection criteria and have the required capabilities, apply for this
vacancy online at https://jobs.nt.gov.au/Home/Job Details?rtf Id=304127
FURTHER INFORMATION
1. Willingness and ability to work flexible working hours between the hours of 8am-6pm.
2. The recommended applicant may be required to undergo a criminal history check prior
to selection being confirmed. A criminal history will not exclude an applicant from this
position unless it is a relevant criminal history. When choosing to apply for this position,
the applicant should consider the full requirements of the position in aligning their work
experience and capabilities to this role.
Jacana Energy offers a range of employee incentives. Head over to our careers page for
more.