Customer Support Officer

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

Benefits offered by this job

Hybrid Work Environment

Competitive Remuneration

Continuous Professional Growth

24/7 Wellbeing Support

Discounted Private Health Insurance

Family First

Fitness Passport

Novated Leasing

Job summary

Sydney Water in Sydney is seeking a Customer Support Officer to support business customers with Sydney Water’s products and services. The role focuses on high-volume correspondence and day-to-day office administration, including trade waste and backflow containment.

The position emphasizes customer-centric service, data accuracy, and collaboration with internal teams. It offers a hybrid work arrangement and competitive remuneration, with a base salary of AU$91,691.54 plus super.

Qualifications

• Customer-centric mindset with strong written and verbal communication skills.
• Willingness to learn and swiftly understand new concepts and systems.
• Ability to manage multiple work streams with competing priorities and pro-active nature.
• Ability to work autonomously using critical thinking to resolve queries.
• Experience with SAP CRM, ISU, Fiori and other systems as required.

Responsibilities

• Deliver Exceptional Service: provide high-quality support to business customers accessing Sydney Water services.
• Build Strong Relationships: collaborate 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, ensure data accuracy.
• Customer Enquiry Management: respond to high-volume enquiries via centralised inboxes, telephone and email, coordinating with team members as needed.
• Compliance & Billing Oversight: support device compliance follow-ups, manage exceptions in SAP, resolve trade wastewater billing queries.

Skills

Customer service

Written communication

Verbal communication

Critical thinking

Team player

Tools

SAP CRM

ISU

Fiori

WasteID/Tapin

Job description

EA Level 7 $91,691.54 base salary + Super

• 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 aCustomer Support Officerand 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.

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 [e-mail]

Please refer to the JOB PROFILE for full role accountabilities.

• 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.

What can I earn as a Customer Support Officer