Customer Experience Specialist – Hybrid (12‑Month Contract)

Sydney Water; Sydney; Hybrid; AUD 73,000 - 90,000; Full time

Benefits offered by this job

Competitive Compensation

Continuous Professional Growth

24/7 Wellbeing Support

Discounted Private Health Insurance

Family First

Fitness Passport

Novated Leasing

Job summary

Sydney Water is recruiting a Customer Experience Representative in Australia for a 12-month fixed-term contract. You will be the first point of contact, handling inbound calls on the Hub Faults line and assisting customers via email, live chat and social media after training.

You will strive for first-call resolution and clear, timely information to guide customers. After completing training, there is a hybrid work option.

Qualifications

• Warm, engaging communication and a customer-first approach.
• Experience in a customer service environment with strong verbal and written communication.
• Ability to ask thoughtful questions to resolve issues and achieve first-call resolution.
• Empathetic and customer-focused, able to provide a comprehensive solution.
• Strong attention to detail and accurate notes.
• Collaborative team player with cross-team relationship skills.
• SAP CRM experience is a plus, not required.

Responsibilities

• Handle inbound calls on the Hub Faults line and work towards first-call resolution.
• Provide clear information and outline next steps to customers.
• Assist with customer inquiries via email, live chat and social media after training.
• Maintain accurate, high-quality notes and escalate when needed.

Skills

Customer service

Communication skills

Empathy

Active listening

Note taking

Teamwork

SAP CRM (optional)

CRM software

Tools

CRM software

Job description

Sydney Water is recruiting a Customer Experience Representative in Australia for a 12-month fixed-term contract. You will be the first point of contact, handling inbound calls on the Hub Faults line and assisting customers via email, live chat and social media after training.

You will strive for first-call resolution and clear, timely information to guide customers. After completing training, there is a hybrid work option.