Customer Solutions Agent

• Located in Alexandria our head office
• Full training in a supportive team that values diversity, collaboration and high performance
• 1 x permanent full time time 1 x contract role 

About Ampol

We are proud of our heritage. We have been powering better journeys for all Australians for over 100 years. As Australia’s very own fuel brand we are committed to making those journeys easier by meeting the nation’s needs at every step with the care and service we all deserve. And, as we grow, we continue to evolve, to ensure we have low carbon solutions that will meet the needs of our customers well into the future.

About the role

An exciting opportunity to join a high performance, high-energy and collaborative team. We have a multiple opportunities to join our Customer Service team for our contact centre, where you will engage and support our B2B customers and merchants across many enquiries at Ampol. The customer enquiry channels are a mix of inbound and outbound calls, email responses and live chat which will give great variety in the role and help you gain exposure to a business that is bigger than you realise. Our offices are new, and purpose-built, located in Alexandria close to Green Square station. 

Key responsibilities:

Answer and action incoming customer enquiries across multiple communication channels (phone, email, chat, social) in a timely and professional manner

• Answering and actioning customer and merchant queries for all areas of Ampol
• Make outbound calls in response to customer requests for callbacks, voicemail messages, follow up customer credit applications or other outbound campaigns as required
• Managing key relationships with internal and external stakeholders with great communication and questioning techniques
• Using your systems knowledge and attention to detail to deliver customer solutions with a strong focus on data integrity and PII compliance
• Your ability to manage competing priorities and work as part of a team
• Thinking differently to achieve outcomes

Qualifications:

• We are seeking an individual who is enthusiastic, customer centric and a strong desire to learn. We are a welcoming workplace; a great team and training will be provided to set you up for success. 
• You will be a self-motivated individual with well-honed communication skills preferably with previous experience within a customer service/contact centre position and/or a team environment from the retail or hospitality industries. We welcome individuals who are new in the workforce and are on temporary visas who display a ‘can do’ attitude and high level of work ethic. 
• You will be accustomed to a fast-paced environment as this role will attract a high number of calls and enquiries from our customer base (approx. 80–100 calls and emails a day). 
• You will have a minimum qualification at HSC level, be computer literate including use of Microsoft Office suite with Salesforce and Genesys Cloud being highly desirable. You will also possess a continuous improvement mindset and have an appetite to learn. 
• Our customers come from all walks of life and so do we. We provide diverse work opportunities for all and strongly encourage women and those with diverse genders, sexualities and cultural backgrounds to apply.

Our Benefits
 

• We are flexible. Many of our teams have embraced hybrid work, balancing time spent remote working, with time spent at an office to connect and work together where it adds value. 
• We value recognition.  We have an internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values. 
•  Career development and learning opportunities including LinkedIn Learning and other tailored training solutions. 
• Care for your Community. Spend one paid day a year volunteering with one of our Ampol Foundation partners.   

 Want to take your career to the next level? Apply today