We are seeking Customer Service Specialist, to join our Commercial Team. This is a key role focused on delivering an exceptional experience to our Commercial customers who interact with Viva Energy via various communication channels on a variety of topics.
The Customer Service Centre operates from 8am to 8pm Monday to Friday
Responsibilities
Inbound Contact (Voice & Emails):
- The primary role of the Customer Service Specialist – Commercial is to take inbound telephone calls or emails from Viva Energy customers in relation to placing fuels, lubricants and chemicals orders, product and pricing inquiries, product returns, invoice and billing enquiries.
- A high proportion of customer queries can be resolved immediately, however some interactions require follow up and/or investigation. The Customer Service Specialist is responsible for completing the life cycle of the query by engaging with other stakeholders or colleagues to help resolve.
- As the voice of Viva Energy, you will assist customers by proactively solving their issues through active listening and your understanding of the end to end process for our customer base.
- You will be responsible for cross selling and up selling where appropriate, such as moving customers from inbound voice calls to our self-serve platforms.
- Maintain an accurate record of customer information and relevant actions in supporting systems, such as Salesforce (CRM)
- An important aspect of this role is the ongoing review of current process with the aim to improve to ensure our customers have a positive experience. Your access to customer insights through your conversations (verbal and written) is a critical component of this improvement process.
- With access to customer insights, make recommendations for improvement.
- Adhere to all key performance indicators.
