Customer Service Representative

1 week ago

Canterbury, New Zealand Delta Utility Services Ltd. Full time

As the primary liaison for Delta's Clients/Customers, Field Staff, and Contractors, the Customer Service Representative (CSR) assumes a crucial role in handling inquiries, resolving issues, disseminating information, and fostering a positive overall experience while efficiently managing the completion of Delta’s metering field work.

The CSR takes ownership of Delta's field operations, ensuring strict adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) while placing a top priority on safety considerations. This role reports to the Customer Service Team Leader.

**About You**:

- Resilient, maintains professionalism, cheerful outlook.
- Committed to self-improvement and stays updated on industry trends.
- Empathy towards customers' concerns.
- Adaptable and flexible in communication channels.

**Scope of the Role**:
**Health and Safety**
- Presents to work in a fit state, prioritizing health and safety.
- Follows instructions and cooperates with Delta’s Health and Safety Management System.

**Field Service Operations**
- Manages Service Requests efficiently, adhering to KPIs and SLAs.
- Monitors, manages, and closes job data exceptions, updating Delta’s workflow database.
- Addresses queries, keeping stakeholders informed of job/work progress.
- Prioritizes and distributes work cost-effectively, ensuring awareness of procedural requirements and safety standards among staff and contractors.

**Customer Service**
- Resolves incidents promptly and escalates issues as required.
- Maintains excellent working relations with clients, contractors, and internal stakeholders.
- Manages customer requests and queries professionally, escalating when necessary.
- Represents Delta Utility Services professionally and projects a positive image.

**Continuous Improvement & Project Support**
- Continually learns and maintains knowledge of Delta’s services, systems, and the electricity industry.
- Shares information and best practices with team members and stakeholders.
- Involvement in ad hoc projects as required.

**Essential Qualifications**:

- NCEA Level 3
- Class 1 driver’s license.

**Skills and Experience**:

- 12+ months’ experience in a Service Desk support role
- Proficient knowledge of MS365 database systems
- Effective organisation
- Excellent communication
- Accurate data entry
- Thoroughness
- Customer-facing experience If this sounds like you and you have a positive attitude, we want to hear from you.

**Submit your expression of interest now**

Delta is an equal opportunities employer, providing competitive remuneration and structured support for your career development..

**Please note**:

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