Customer Assist Specialist - Care Nov

Red Energy Pty Ltd; Melbourne; Hybrid; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Paid parental leave (30 weeks)

Bonus based on KPI

Staff discounts

Employee Assistance Program (EAP)

Career development opportunities

Job summary

Red Energy Pty Ltd is seeking a compassionate Customer Care professional to support our most vulnerable customers. The role involves handling inbound and outbound calls to help establish flexible payment options and access support programs.

You will undergo comprehensive training, then transition to a hybrid work model after the initial 6 weeks in our Richmond office. The team emphasizes empathy, resilience, and compliance in daily interactions.

Qualifications

• Proven customer service experience in a call centre or similar role.
• Ability to connect with vulnerable customers with empathy.
• Strong emotional resilience to handle challenging conversations.
• Confidently manage objections while following policy.
• Clear, warm phone communication and explanation of options.
• Attention to regulatory guidelines and procedures.

Responsibilities

• Handle inbound and outbound calls to support vulnerable customers.
• Assist customers with flexible payment options and access to support programs.
• Provide compassionate service and document interactions accurately.
• Adhere to regulatory requirements and company policies.

Skills

Customer Service

Empathy

Resilience

Objection Handling

Communication

Compliance

Job description

Your role: Support for our Most Vulnerable Customers

Our Customer Care team provides crucial support to our most vulnerable customers navigating financial and personal hardship. In this role, operating on an 8:00 AM to 6:00 PM, Monday to Friday rotating roster, you will be the compassionate voice on the other end of the line, offering empathy, understanding, and meaningful solutions during challenging times. Through inbound and outbound phone calls, you will help customers establish flexible payment options and access vital support programs.

The Skillset: What We Look For in You

To be successful in this role, you will bring a unique blend of genuine empathy, emotional resilience, and a commitment to delivering high-quality service. We are looking for someone who possesses:

• Proven Customer Service Experience: At least 12 months of experience in a customer-facing or contact centre environment.
• Deep Empathy & Compassion: A natural ability to connect with, listen to, and support our community’s most vulnerable individuals during challenging personal and financial times.
• Strong Emotional Resilience: The ability to navigate difficult, emotionally charged conversations with a calm demeanor, ensuring you maintain a professional and supportive approach throughout.
• Balanced Objection Handling: The ability to confidently navigate customer objections by finding the right balance between genuine customer assistance, our business and our regulatory obligations. You aren't afraid to say "no" or to pivot a conversation firmly.
• Excellent Communication Skills: An articulate, warm, and reassuring phone manner, backed by the ability to explain flexible options clearly and simply.
• A Compliance Mindset: High attention to detail and a commitment to following regulatory guidelines and company procedures closely to protect our customers and our business.

What We Offer: Training & Flexibility

We set you up for success from day one. You will receive:

• Comprehensive Training: An in-depth, fully supported onboarding program to give you the tools and confidence you need.
• Ongoing Support: Continuous support and coaching post-training to help you grow within the role and beyond.
• Hybrid Flexibility: This role is based full-time in our Richmond office for the first 6 weeks during your training period. Afterward, you will transition to a hybrid model, working 3 days a week in the office.

More Than a Job: The Red Energy Perks

We believe that if you’re empowered and happy, our customers will be too. Check out how we support our people:

• 30 weeks of paid parental leave for primary carers. Plus, the option to purchase 4 weeks of additional annual leave (up to 8 weeks off every year!).
• Earn a KPI-based bonus on top of your salary. You’ll celebrate success at our yearly Red Energy Awards night, and benefit from exclusive staff discounts on brands like LG, JB Hi-Fi, and Panasonic, plus access to our Employee Assistance Program (EAP).
• We actively support your professional journey. Gain experience across different areas of the team to fuel your career development and explore internal advancement opportunities.

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