CX Premium Care Consultant

About the role

Veolia Environmental Services is looking for a Premium Care Consultant to join its team in Keysborough, Victoria. You will be the main point of contact for Premium and National Key Account customers, handling their requests by voice and in writing. The role combines customer service with knowledge of the waste collection industry.

Key responsibilities

• Manage incoming tier 1 customer enquiries from Premium Care and National Key Accounts
• Deliver a first-contact resolution for customer inquiries
• Build and maintain strong relationships with internal and external stakeholders
• Manage personal and team cases within agreed service levels (SLAs)
• Contribute to process improvements and business enhancement initiatives

Required profile

• Minimum 3-5 years' experience in customer service, preferably in a contact centre
• Exceptional written and verbal communication skills
• Strong problem-solving ability focused on customer satisfaction
• Willingness to undergo a pre-employment medical check including drug and alcohol screening, and a National Police Clearance

Required skills

• CRM systems, especially Salesforce and SAP

What we offer

• Attractive remuneration package
• Close-knit, inclusive team and cross-departmental collaboration
• Monthly culture days and free on-site parking
• Paid parental leave, superannuation on unpaid leave, fitness passport and discounted health insurance
• Employee assistance program, novated leasing and vehicle discounts
• Bonus and referral programs, professional development and career pathways