Systemic breach management within Customer Risk & Compliance. Ensure that the Customer business unit is meeting its compliance obligations and where unsuccessful in doing so, remediating the detected noncompliance in its customer contacts and transactions.

Provide support and encouragement to team members, including communicating team goals and identifying areas for new training or skill checks; Ensure that all Customer Service Representatives comply with Customer Service norms; Develop strategies to promote team member adherence to company regulations and performance goals; Generate ideas to streamline processes, reduce manual work and make the customer service operations process as efficient as possible, with the goal of improving the customer… Show more Provide support and encouragement to team members, including communicating team goals and identifying areas for new training or skill checks; Ensure that all Customer Service Representatives comply with Customer Service norms; Develop strategies to promote team member adherence to company regulations and performance goals; Generate ideas to streamline processes, reduce manual work and make the customer service operations process as efficient as possible, with the goal of improving the customer experience. Show less

Manage and support the team in the absence of Team Manager; Handle complaints, disputes & difficult customers in line with company guidelines; Ensure that all administrative tasks are completed; Adhere to the requirements of the Energy & Water Ombudsman of Victoria (EWOV); Identify service improvement opportunities & automation proposals to improve service quality; Ensure compliance with relevant policies, including complying with the Data Protection & Privacy Acts.

Improve quality assurance processes and practices; Develop and drive continuous improvement initiatives; Oversee and coordinate the investigation of Customer Complaints and Non-compliance of procedures.

Ensure smooth transition of project operational activities; Manage project timeline and project related issues; Develop project metrics & reporting; Identify and implement process improvement methodologies.

Provide a “right first-time” service to internal & external customers; Identify and capitalize on sales opportunities; Ensure to comply with the Data Protection & Privacy Acts.

Ensure that all customers receive excellent service through direct salesmanship, and prompt and courteous service; Identify customer requirements and assist customers with questions, needs and purchases; Cultivate successful relationships with retail customers.

Prepare and present travel itineraries in accordance with customer requirements; Research travel options in terms of ticketing, location, accommodation, transport, food and culture; Build strong long-lasting relationships with clients.