CX Premium Care Consultant

Veolia; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Remuneration package

Team environment

Culture days

Free on-site parking

Job summary

Veolia in Keysborough, VIC, seeks a Premium Care Consultant to be the primary contact for Premium and National Key Account Customers. You’ll handle inbound inquiries by phone and email, deliver first contact resolution, and build strong internal and external relationships. 3–5 years in customer service and proficiency with Salesforce and SAP are required.

Join Veolia’s collaborative team, focus on process improvements, and support our AlwaysSafe culture while working with high-value clients.

Qualifications

• 3–5 years of customer service experience.
• Proficient with CRM systems, particularly Salesforce and SAP.
• Exceptional written and verbal communication skills.
• Strong problem-solving abilities with a focus on customer satisfaction.

Responsibilities

• Managing incoming tier 1 customer enquiries from Premium Care and National Key Accounts.
• Delivering a First Contact resolution experience for customer inquiries.
• Building and maintaining strong relationships with internal and external stakeholders.
• Managing personal and team cases within specified SLAs.
• Contributing to process improvements and business enhancement initiatives.

Skills

Customer service

Communication skills

Problem solving

Stakeholder management

Tools

Salesforce

SAP

Job description

Create positive change. Be a champion of Ecological Transformation.

Join Veolia, a global environmental leader with 170+ years of experience across 40+ countries and 220,000 employees worldwide. With 6,500 staff at 300 sites in Australia and New Zealand, we deliver innovative Water, Waste, Energy and Industrial Services for a sustainable future.

The Opportunity

We're seeking a Premium Care Consultants to join our team in Keysborough, VIC. In this role, you'll be the primary point of contact for our Premium and National Key Account Customers, delivering exceptional service through both voice and written communications. This position offers the chance to work with high-value clients while utilising your waste collection industry expertise and customer service skills.

What's on offer

• Attractive remuneration package
• A close-knit team environment that prioritises inclusion and collaboration
• Opportunity to collaborate with and learn from a variety of departments across the business
• Monthly culture days
• Free on-site parking

What you'll be responsible for

• Managing incoming tier 1 customer enquiries from Premium Care and National Key Accounts
• Delivering a First Contact resolution experience for customer inquiries
• Building and maintaining strong relationships with internal and external stakeholders
• Managing personal and team cases within specified SLAs
• Contributing to process improvements and business enhancement initiatives

What you'll need to be successful

• Minimum 3-5 years' experience in customer service, preferably in a contact center environment
• Proven proficiency with CRM systems, particularly Salesforce and SAP
• Exceptional written and verbal communication skills
• Strong problem-solving abilities with a focus on customer satisfaction

Veolia’s AlwaysSafe culture means that we care about the safety of people on our sites. We operate a zero tolerance drug and alcohol approach and shortlisted candidates must be prepared to undertake a full pre-employment medical check which includes drug and alcohol screening. Shortlisted candidates must also be willing to undergo a National Police Clearance.

Why Veolia?

At Veolia, we support our people both at work and beyond. Enjoy a comprehensive range of benefits designed to help you thrive, including:

• Generous paid parental leave and paid volunteer days
• Superannuation contributions on unpaid parental leave
• Fitness Passport and discounted health insurance
• Employee Assistance Program (Thrive) for you and your family
• Novated leasing, and vehicle discounts
• Bonus and referral programs
• Ongoing professional development and clear career pathways

Veolia is committed to ensuring every employee returns home safely every day under our Always Safe Charter.

Join a team that values your wellbeing, growth, and contribution—while making a real impact on the environment and our communities.

Fairness, Diversity & Inclusion

Veolia is committed to fostering a diverse, equitable, and inclusive workplace where everyone is valued and respected. We welcome applications from all backgrounds and are dedicated to providing a safe, supportive, and accessible environment. If you require adjustments to the recruitment process, please let us know so we can support you.

Discover more about our benefits, culture, and commitment to diversity atanz.veolia.com/careers.

We value your interest in our employment opportunities and commit to respond to all applications.