**Job Title:** Customer Service Assistant **Company:** Xcel Energy **Location:** Melbourne, Victoria, AU **Job Type:** Full-Time **Seniority Level:** Associate Level **Years of Experience:** 4 ---**Job Description:**Xcel Energy is seeking a dedicated and driven Customer Service Assistant to join our Melbourne team. As a key member of our customer support operations, you will play a vital role in ensuring our customers receive the highest level of service and support. The ideal candidate will possess a strong blend of technical and interpersonal skills, be results-oriented, and have a passion for creating positive customer experiences.**Responsibilities:**1. **Customer Support:** - Serve as the first point of contact for customers through various channels including phone, email, and live chat. - Respond promptly to customer inquiries about services, account management, billing, and troubleshooting. - Provide accurate information and solutions in a friendly, empathetic manner to uphold Xcel Energy's commitment to exceptional customer service.2. **Problem Resolution:** - Investigate and solve customer issues with efficiency, prioritizing customer satisfaction and loyalty. - Work collaboratively with other departments to ensure comprehensive resolution of customer escalations and inquiries. - Follow up with customers post-resolution to ensure issues have been satisfactorily resolved.3. **Documentation and Reporting:** - Maintain clear and concise records of customer interactions, inquiries, and escalations in our Customer Relationship Management (CRM) system. - Prepare and compile regular reports on customer feedback, trends, and service delivery metrics to identify opportunities for improvements in service.4. **Projects and Process Improvement:** - Assist in the development and implementation of customer service policies and procedures. - Participate in special projects or initiatives aimed at improving customer satisfaction and enhancing the overall customer experience. - Support training for new team members, sharing best practices and knowledge of our services.5. **Stakeholder Collaboration:** - Collaborate with cross-functional teams to provide feedback on common customer issues and suggest process improvements. - Engage with marketing and sales teams to ensure coherent messaging around customer policies and service offerings.6. **Continuous Learning:** - Stay informed about industry trends, competitor actions, and changes to new technologies and services offered by Xcel Energy. - Participate in ongoing training opportunities to continually enhance your skills and knowledge related to customer service.**Requirements:**- **Education and Experience:** - A minimum of 4 years of experience in a customer service role, ideally within the energy or utility sector. - Bachelor's degree in Business Administration, Communications, or a related field is preferred but not required.- **Technical Skills:** - Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), CRM software, and other customer support technologies. - Familiarity with energy sector regulations and standards is a plus.- **Personality Traits:** - Dedicated to improving customer experiences and driving positive outcomes. - Driven to meet and exceed individual and team performance goals.- **Soft Skills:** - Strong attention to detail with a focus on quality and accuracy in all customer interactions and documentation. - Excellent project management skills, with the ability to prioritize tasks effectively and manage multiple projects simultaneously.- **Communication Skills:** - Exceptional verbal and written communication skills with the ability to tailor communication styles to various customer needs. - Empathetic listener with the ability to understand and relate to customer concerns.**Benefits:**- Competitive salary and performance-based incentives.- Parental leave and disability insurance.- Visa sponsorship available for qualified candidates.- Comprehensive training and development programs.**Working Environment:**At Xcel Energy, we prioritize understanding and empathy in all interactions with our customers and colleagues. We strive to foster a supportive and inclusive workplace culture where individuals are valued for their contributions and encouraged to share ideas.**Application Deadline:** Please submit your application by October 29, 2024.**Equal Opportunity Statement:**Xcel Energy is an equal opportunity employer and values diversity. We celebrate our differences and are committed to creating an inclusive environment for all employees. We encourage qualified applicants from all backgrounds to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.