Customer Support Officer

Sydney Water; Parramatta; Hybrid; AUD 83,000 - 101,000; Full time

Benefits offered by this job

Competitive Remuneration

Hybrid Work Environment

Continuous Professional Growth

24/7 Wellbeing Support

Discounted Private Health Insurance

Family First: Up to 18 weeks paid Par­

Fitness Passport

Novated Leasing

Job summary

Sydney Water in Parramatta is seeking a Customer Support Officer to back our business customers with a comprehensive suite of products and services. You will handle high volumes of correspondence and support day-to-day office administration while ensuring service levels.

You’ll engage with customers on trade waste and backflow containment, collaborate with internal teams, and use SAP CRM, ISU, and Fiori to keep data accurate. The role offers hybrid work and a structured development path.

Qualifications

• Customer-centric mindset with strong written and verbal communication.
• Willingness to learn and quickly grasp new systems.
• Ability to manage multiple work streams with competing priorities.
• Autonomy and critical thinking to resolve customer queries.
• Experience or familiarity with SAP CRM, ISU, and Fiori systems.

Responsibilities

• Deliver exceptional service to business customers, meeting service standards and response times.
• Build strong relationships with internal teams, consultants, and service providers to streamline experiences.
• Assist users with Sydney Water systems (e.g., WasteID, Tapin); manage customer correspondence and applications; ensure data accuracy.
• Respond to high-volume enquiries via central inboxes; coordinate with team members for resolution including phone and email interactions.
• Support device compliance follow-ups, manage exceptions in SAP, and resolve trade wastewater billing queries.

Skills

Customer focus

Written communication

Verbal communication

Willingness to learn

Multitasking

Critical thinking

Autonomy

Team player

SAP CRM familiarity

ISU familiarity

Fiori familiarity

Tools

SAP CRM

ISU

Fiori

Job description

• Join our supportive Business Customer team in a fast paced and exciting role
• Located at Parramatta and another Sydney Water office.
• EA Level 7 $91,691.54 base salary + Super(35 hour week 9 day fortnight)

Are you passionate about delivering exceptional service? Join Sydney Water as a Customer Support Officer and play a key role in supporting our business customers with Sydney Waters suite of products and services.

About The Role

This role will be at the heart of our business customer operations, managing high volumes of correspondence, and ensuring seamless day-to-day office administration. You’ll also engage proactively with customers, helping them navigate important services like trade waste and backflow containment.

Responsibilities

• Deliver Exceptional Service: Provide high-quality support to business customers, ensuring all interactions meet Sydney Water’s service standards, including response times
• Build Strong Relationships: Collaborate effectively with internal teams, consultants, and service providers to streamline customer experiences.
• System & Process Support: Assist users with Sydney Water systems (e.g., WasteID, Tapin), manage customer correspondence and applications, and ensure data accuracy.
• Customer Enquiry Management: Respond to high-volume enquiries via centralised inboxes, involving team members when needed for resolution. This includes responding to customers via telephone and email and managing service requests issued by other internal teams.
• Compliance & Billing Oversight: Support device compliance follow-ups, manage exceptions in SAP, and resolve trade wastewater billing queries with precision.

About You

We’re looking for well-developed critical thinking skills and initiative combined with a keen eye for detail. In addition:

• A customer centric mindset and strong written and verbal customer communication skills
• A willingness to learn and swiftly understand new concepts and new systems.
• Able to work on multiple work streams with competing priorities to ensure overall targets and KPIs are met with a highly pro‑active nature.
• Work autonomously and use critical thinking to resolve customer queries with existing processes
• Able to work with SAP CRM, ISU, Fiori and other systems as required.
• A positive Team mentality to contribute to a great team culture.

Does this sound like you? Applications close Thursday 29th October at 11.59 AEST

We support you throughout the application process and can provide adjustments where required. For more information, please contact Marc Evans, Talent Acquisition Partner at ***********@sydneywater.com.au

Please refer to the JOB PROFILE for full role accountabilities.

Benefits

• Competitive Remuneration: We'll ensure your skills and contributions are recognised and rewarded.
• Hybrid Work Environment: A flexible balance of office collaboration and remote working.
• Continuous Professional Growth: Access to leadership and development programs to support your career.
• 24/7 Wellbeing Support: Free and confidential wellbeing services for you and your family through our Employee Assistance Program.
• Discounted Private Health Insurance: Access affordable health cover options.
• Family First: Up to 18 weeks paid parental leave and childcare support benefits.
• Fitness Passport: Access to a wide network of gyms and aquatic centres across NSW.
• Novated Leasing: Flexible vehicle financing options to support your lifestyle.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. Your personal information may also be used to establish a Dayforce talent profile. Your personal information will be collected in accordance with Dayforce’s Terms and Privacy Policy and Sydney Water’s Privacy Collection Statement – recruitment. Please note as part of the application process, you will be asked to undergo background checks which include a criminal history check.