Job Opportunities in Australia

Northern Territory Government

JOB DESCRIPTION

Job Title Customer Service Representative

Classification Administrative and Corporate Services Band 1 Position No. 13166

Job Type Full time Duration Ongoing/Fixed

Business Unit Customer, Strategy and Regulation Location Darwin, Alice Springs

Reports to Customer Service Co-ordinator Reports to P/No.

Power and Water values diversity. Power and Water encourages people from all diversity groups to apply for vacancies

Inclusion and and accommodates people with disability by making reasonable workplace adjustments. If you require an adjustment

diversity and Special for the recruitment process or job, please discuss this with the contact officer. For more information about applying for

Measures this position and the merit process, click here

recruitment plans Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures

plan, click here

Information for Applications must include a one-page summary about you, a detailed resume and copies of all relevant tertiary

Applicants qualifications listed in your application. For further information for applicants and example applications: click here

Information about If you accept this position, a detailed summary of your merit (including work history, experience, qualifications, skills,

Selected Applicant’s information from referees, etc.) will be provided to other applicants, to ensure transparency and better understanding

Merit of the reasons for decision. For further information: click here

PRIMARY OBJECTIVE

Customer Service Representatives provide exceptional customer service to a diverse range of customer groups across the Northern Territory, through

the professional handling of customer contacts utilising Power and Waters multiple customer contact channels, including call centre operations, live

chat, email and social media.

KEY RESPONSIBILITIES

The “WHAT” to be delivered

Customer Experience:

• Maintain and promote a high standard of quality customer service through professional and empathetic interactions in a timely manner.
• Endeavour to resolve customer queries on the first contact.
• Identify and assess customer needs to achieve satisfaction and manage expectations positively.
• Provide accurate, valid and complete information by using the right methods/tools and ensure accurate annotations of interactions.
• Use communications skills to avoid, defuse and resolve conflict situations.
• Confidently take ownership of difficult contacts with customers in challenging and sensitive circumstances.
• Remain calm under pressure.
• Maintain and update customer account information, ensuring accuracy with a high level of attention to detail.
• Build sustainable relationships and trust with customers through establishing a positive rapport using open and interactive communication.
• Participate with the review, development, implementation of customer services procedures and directives to ensure the goals and objectives

of the organisation are achieved.

• Respond to a large quantity of incoming contacts via phone, email, online chat, in person or via social media within set KPI’s.

COMPETENCY PROFILE

“HOW” to do it ( Manager of Self profile - refer to Power and Water’s Behavioural Competency Guide)

Ensures accountability Holding self and others accountable to meet commitments

Action orientated Taking on new opportunities and tough challenges with a sense of urgency, high energy, 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 relationships and delivering customer-centric solutions.

Collaborates Building partnerships and working collaboratively with others to meet shared obligations.

Instils trust and values difference Building partnerships and working collaboratively with others to meet shared objectives while

recognising the value that diverse perspectives and cultures bring to an organisation.

Is resilient Rebounding from setbacks and adversity when facing difficult situations.

LAST UPDATED: 11/10/2021 EMPLOYEE SIGNATURE:

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DATE:

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AT POWER AND WATER:
Job Description Northern Territory Government

Self-development with self-awareness Actively seeking new ways to grow and be challenged using both formal and informal

development channels, using a combination of feedback and reflection to gain productive

insight into personal strengths and weaknesses.

MANAGEMENT RESPONSIBILITIES

No. of Direct Reports 0 No. of Indirect Reports 0

Key Interactions: External Customers, External Stakeholders and All Employees.

COMPLIANCE

We expect you to:

• Actively align, support and promote Power and Water’s Values and support building a constructive workplace culture that celebrates

achievement through its people

• Carry out duties in accordance with Power and Water’s Safety and Environmental policies and procedures, working towards our goal of Zero

Harm

• Ensure all activities undertaken as a Power and Water employee comply with Power and Water’s Code of Conduct , Management Standards and

Procedures, relevant Acts, legal demands and that you manage all of your activities and responsibilities within the Power and Water risk

management framework

• Pass a job-specific pre-employment medical (if applicable)

SELECTION CRITERIA

Qualification and Skills Experience

Essential • Demonstrated excellent verbal and written • Minimum of 2 years customer service experience.

communication skills. • Minimum of 6 months working in a call centre

• Demonstrated positive attitude, resilience, and the environment.

ability to problem-solve autonomously. • Demonstrated ability to meet KPI compliance

• Ability to work with a sense of urgency and a requirements and deadlines.

commitment to quality. • Demonstrated operational experience using a

• Ability to navigate multiple technical programs computer-based customer information system, and

simultaneously. Microsoft Office Suite.

• Demonstrated ability to work in a team environment to • Demonstrated experience in explaining technical or

ensure positive outcomes of the organisation are complex information in a manner that is clear and

achieved. easily understood by customers.

• Strong customer focus and the ability to adapt to and • Demonstrated ability to maintain and promote a high

interact effectively with people of diverse cultures. standard of quality customer service.

• Proven record of managing confidential information

with discretion and integrity.

• Proven ability to apply feedback for improvement

while maintaining professionalism in challenging

situations.

Desirable • Certificate in Customer Engagement or equivalent. • Experience working within the utility industry.

FURTHER INFORMATION

1. Contact Paul Messell on 0428 097 534 for further information about the position

2. Information about Power and Water Corporation may be viewed at powerwater.com.au

3. The total remuneration package amounts published for this position include base salary, superannuation and annual leave loading and the

value of an extra week’s annual leave.

Apply Online: https://jobs.nt.gov.au/Home/Job Details?rtf Id=307933 Approved October 2024

Vacancy Closes: 06/11/2024 Rachael Garrigan General Manager - Customer Experience and

Operations

AT POWER AND WATER: