National Operations Centre Advisor

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OCU

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Founded in 1994, OCU is an innovative service provider in the Utilities and Energy industries; operating nationwide$1. .$1

Water • Directional Drilling • EHV Projects • Gas • Rail

1001 - 5000

Description

• Answer inbound calls and respond to customer inquiries in a professional and courteous manner. • Make outbound calls to customers as required for follow-ups or service updates. • Identify and assess customers' needs to achieve satisfaction. • Provide accurate, valid, and complete information by using the right methods and tools. • Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution. • Record details of customer interactions, comments, and complaints. • Process orders, forms, applications, and requests. • Work closely with team members and other departments to resolve complex issues. • Participate in team meetings and training sessions to improve skills and knowledge. • Meet personal/team qualitative and quantitative targets. • Strive for continuous improvement and take responsibility for achieving performance targets.

Requirements

• Excellent communication skills, both verbal and written. • Strong active listening skills and ability to empathise with customers. • Ability to multi-task, prioritise, and manage time effectively. • Proficiency in computer applications, including MS Office and CRM software. • Previous experience in a call centre or customer service role. • Ability to work under pressure and handle challenging situations calmly and effectively.