Customer Experience Frontline Consultant

About the role

Veolia Environmental Services is looking for a Customer Experience Consultant to join its Frontline team in Wetherill Park on a full-time permanent basis. You will be the first point of contact for Waste customers, handling a high volume of phone calls and email cases while providing excellent customer service.

Key responsibilities

• Answer 80+ incoming customer inquiries by phone
• Respond to 90+ inbound emails accurately and professionally, with correct spelling, grammar and punctuation
• Resolve customer issues related to waste management services, using knowledge of transport legislation and the waste industry
• Maintain accurate customer records and update information in the CRM system
• Process customer requests, bookings and complaints in a timely way
• Work with internal teams to ensure customer satisfaction and use critical thinking to find solutions
• Manage customer requests across multiple operating systems

Required profile

• Previous customer service experience, preferably in a contact centre
• Ability to multitask in a fast-paced environment and meet KPIs set in SLAs
• Positive attitude and commitment to outstanding customer experiences

Required skills

• Excellent communication and problem-solving abilities
• Typing speed of 60 wpm with 80%+ accuracy
• Google Suite experience desirable
• Familiarity with CRM systems such as Salesforce, DOS-based systems and SAP is advantageous

What we offer

• On-the-job coaching, training and development, and a supportive team environment
• Annual performance bonus and monthly culture days
• Free on-site parking
• Paid parental leave, superannuation contributions on unpaid leave, fitness passport and discounted health insurance
• Employee assistance program, novated leasing, vehicle discounts, bonus and referral programs and an employee share plan