Customer Service Officer
Vor 6 Tagen
Job Description - Customer Service Officer (262126)
Customer Service Officer - 262126 UGL is a diversified services company delivering critical assets and essential services that sustain and enhance the environment in which we live.
Our capabilities extend across a broad range of services and whole-of-life solutions for diverse industries, utilising world leading, sustainable and innovative technologies.
We partner with some of the world's largest blue-chip companies, government agencies, private enterprise, and public institutions.
Career progression and a long-term opportunity of making an impact with a high performing, collaborative and professional team are just some of the benefits that UGL Transport will offer you.
UGL Regional Linx are looking for a passionate and enthusiastic Customer Service Officer to join our team.
Who Is UGL Regional Linx? UGLRL is a wholly owned subsidiary of UGL.
We are headquartered in Orange, NSW and operate several regional depots throughout the state.
UGLRL is committed to creating and maintaining job opportunities for people in regional and rural communities.
More than 80% of our UGLRL workforce is located along the CRN.
Our workforce understands what it means to be regional and is committed to the needs of our customers, passengers and communities.
The CRN – Country Regional Network ensures the safe movement of people and goods throughout the regions of NSW, and links Sydney to many of the State's important regional centres.
UGLRL is proud to be entrusted with the operations and maintenance of this important piece of rail infrastructure.
Job Purpose The position is the first response to customer enquiries or complaints and manages incoming phone calls and emails.
It ensures all communication is lodged in the Customer Relationship Management System (CRM) and triages all requests to the correct business unit.
As needed, the position requires identifying, addressing, and escalating complex issues to the Community Relations Officers and the Stakeholder Engagement & Communications Lead.
The position requires providing accurate information to external customers and calmly handling complaints or problems.
The role is an integral part of the SEC team.
Key Responsibilities Manage the enquiry phone line and the enquiry email in line with the allowable timeframes and direct all communication to the correct business unit.Process telephone and email complaints and inquiries from the public, media, or government bodies and provide relevant information for the Stakeholder Engagement & Communication Lead to act on.Support the Stakeholder Engagement and Communication Lead with stakeholder engagement activities, including advising of escalating complaints or issues.This role involves acting as a contact point within UGL Regional Linx for external stakeholders, including local businesses, councils and community groups.Core duties include managing the CRM system, ensuring all contact and communication are lodged, and managing the caseload.Drafting social media content for Facebook, LinkedIn, and the intranet in accordance with the media policy and performing ad hoc duties.Identifying and developing internal and external stakeholder group lists.Qualifications Experience in customer service.Experience and/or training in data analytic tools like Excel or Power BI would be well-regarded.Experience in rail, Defence, aviation or any safety-critical environments is highly desirable.About Us UGL is well-known and respected for providing end-to-end engineering, construction, and maintenance services within rail and transport, communications and technology systems, oil and gas, power, renewables and resources, water and defence markets.
UGL partners with some of the world's largest blue-chip companies and government agencies, private enterprises and public institutions.
We are a member of the CIMIC Group of companies.
At UGL, we value diversity – in the backgrounds, ideas, work styles and perspectives of our team.
We are an Equal Opportunity Employer and strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally diverse backgrounds to apply.
Please note that relevant screening checks will be conducted as part of the recruitment process.
These may include a national criminal history check and for you to undergo pre-employment medical assessment including drug and alcohol screen.
Ref : 262126
Primary Location
Australia-NSW-Blue Mountains & Central West
Work Type
Full-time
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