Customer Solutions Consultant

Red Energy; Melbourne; Ibrido; AUD 52.000 - 68.000; Tempo pieno

Vantaggi offerti da questo lavoro

30 weeks parental leave

Hybrid working

KPI bonus

Employee discounts

EAP access

Descrizione del lavoro

Red Energy Pty Ltd is seeking dedicated customer service professionals to own and resolve complex customer enquiries. You will work with multiple systems, translate energy information into easy-to-understand language, and help customers through challenging times while enjoying a balanced work-life setup.

The role includes 7 weeks of paid training, a Richmond office base with hybrid flexibility, and a rotating schedule that includes occasional Saturday coverage.

Competenze

• 12+ months experience in a busy customer service role.
• Willingness to learn about the energy industry.

Mansioni

• Handle a high volume of calls, listen to customer concerns, deescalate tense situations and resolve issues.
• Update customer accounts across multiple systems to ensure compliance and accuracy.
• Translate complex energy information into simple language to build trust with customers.

Conoscenze

Calm under pressure

Critical thinking

Willingness to learn

Descrizione del lavoro

Your Role:

The Heart of Customer Solutions

Red Energy is 100% Australian owned by Snowy Hydro. The energy market is changing, but our focus remains on looking after our customers, a commitment that has helped us win 16 consecutive Canstar Blue Awards. We are currently looking for new team members who enjoy solving problems to join us.

In this role, you’ll be the voice of Red Energy, taking ownership of complex customer enquiries and working out fair, practical solutions. It’s a rewarding opportunity for someone who wants to use their customer service skills to support people through challenging times, while enjoying a healthy work-life balance and contributing to the award-winning reputation we’ve built.

The Details

• Training: 7 weeks of comprehensive, fully paid full-time training.
• Location: Richmond office (dog-friendly space, close to public transport).
• Roster: A rotating roster operating Monday to Friday between 8:00 AM – 8:30 PM.
• Weekends: Just one Saturday shift every four weeks (9:00 AM – 5:30 PM). When you work a Saturday, you will receive a rostered day off during that week.
• Hybrid Flexibility: After your initial training period, you will transition to our hybrid model: 3 days in the Richmond office (including 1 specific anchor day with your team) and 2 days working from home.
• Start Date: January intake!

The Day-to-Day: What You'll Be Doing

• Solving Complex Queries: You'll take a high volume of calls, listen to customer concerns, calm down tense situations, and see each issue through to a resolution.
• Managing Data & Compliance: You'll use several different computer systems at once to look up and update customer accounts, ensuring everything complies with our industry regulations.
• Communication Excellence: Translate complex energy information into simple, easy to understand language, building trust with every interaction.

The Skillset:

What You'll Bring Don't worry if you haven't worked in energy before. We will teach you everything you need to know. We are just looking for reliable people who care about doing a good job.

If you have 12 months or more experience in a busy customer service role, we want to hear from you.

You'll also need:

• A Calm Approach: The ability to stay positive and resilient, even when speaking with frustrated or stressed customers.
• Strong Logic: Good critical thinking skills to investigate problems and find fair solutions.
• A Willingness to Learn: An open mind and a drive to pick up new processes as the industry changes.

The Red Energy Perks:

What’s in it for You? We want our workplace to be a supportive and rewarding place to be. Here’s what we offer:

• Time Off: 30 weeks of paid parental leave for primary carers, plus the flexibility to purchase up to 4 additional weeks of annual leave if you want extra time off.
• Hybrid Working: Training takes 7 weeks in our Richmond office (which is dog-friendly). After that, you'll transition to a hybrid split of 3 days in the office (including 1 specific anchor day with your team) and 2 days working from home.
• Extras & Recognition: Competitive salary plus KPI bonus, our annual awards night, retail discounts with major brands (LG, JB Hi-Fi, Panasonic), and full access to our Employee Assistance Program (EAP).
• Career Development: We genuinely support your growth. You'll have the chance to learn different parts of the business, build your skills, and explore internal advancement opportunities.

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