Title:  Customer Experience Consultant

The Opportunity

We are seeking a Customer Experience Consultant to join our Frontline team in Wetherill Park on a full-time permanent basis. As the CX Frontline Consultant, you will be the first point of contact for our Waste customers, handling a high volume of phone calls and email cases while providing exceptional customer service.

Please note the shift times for this role are on a rotation of:
Mon-Fri - 11am to 7pm (during daylight savings)
Mon-Fri - 10am to 6pm (outside daylight savings)

What's on offer

• Training & development | On-the-job coaching | Supportive team environment
• Attractive remuneration package | Annual performance bonus
• 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

• Answering 80+ incoming customer inquiries via phone
• Respond to 90+ inbound emails efficiently and professionally, maintaining correct spelling, grammar and punctuation
• Resolve a wide range of customer issues related to waste management services, using a detailed understanding of transport legislation and waste industry knowledge
• Maintain accurate customer records and update information in our CRM system
• Process customer requests, bookings, and complaints in a timely manner
• Collaborate with internal teams to ensure customer satisfaction
• Use business knowledge and critical thinking to find resolutions for customers
• Managing customer requests in multiple operating systems

What you'll need to be successful

• Previous experience in a customer service role, preferably in a contact centre environment
• Experience using Google Suites is desirable
• Strong computer literacy skills and familiarity with CRM systems (Salesforce, DOS-based systems, SAP) advantageous 
• Excellent communication and problem-solving abilities
• Typing speed of 60 wpm with an accuracy level of 80% or more
• Ability to multitask and work effectively in a fast-paced environment
• Ability to challenge yourself and reach KPI’s set out in SLA’s
• Positive attitude and commitment to delivering outstanding customer experiences
• Ability to think outside the box and work collaboratively as a team and with internal/external stakeholders

A Veolia Career

All of our employees are entitled to:
 

• Our Veolia Cares policy enables parental leave to be offered from day one of your employment regardless of whether you’re on a permanent or fixed term contract
• Employee share plan
• Annual salary review with bonus
• Support to pursue educational and development opportunities
• Access to endless career options and pathways, Veolia promotes from within
• Employee Assistance Program (EAP)
• Bupa health insurance discount
• Corporate Discounts
• Fitness Passport
• Volunteer Opportunities
• Salary sacrificing (i.e. super, novated leases)

We are a Circle Back Initiative Employer and commit to respond to every applicant.

Our environmental solutions help customers preserve and renew our natural resources, creating a better future for our planet. Here, you’ll have the opportunity to build your career, and a more sustainable world.

Veolia welcomes applicants from all genders, identities, and cultural backgrounds to apply.

Don't meet every single requirement? You don't need to. Veolia is building a diverse and inclusive workplace that fosters innovation. If you're interested in this role, we would love to hear from you, even if your past experiences don't perfectly align with the skills we've listed.

Veolia is committed to conducting recruitment in a fair, ethical and transparent manner based solely on merit. Candidates with direct or indirect personal/professional ties to Veolia and/or any third party related to Veolia business (including but not limited to Veolia's suppliers, customers, partners and competitors) must disclose this information.

Wetherill Park 2164