Customer Service Officer

About Us

APA is a leading Australian energy infrastructure business. We own and/or manage and operate a diverse, $22 billion portfolio of gas, electricity, solar and wind assets. Consistent with our purpose to strengthen communities through responsible energy, we deliver approximately half of the nation’s gas usage and connect Victoria with South Australia, Tasmania with Victoria and New South Wales with Queensland through our investments in electricity transmission assets. We are also one of the largest owners and operators of renewable power generation assets in Australia, with wind and solar projects across the country.

We employ more than 2,200 people across Australia and know that they are the key to our success. We are committed to a diverse and inclusive culture, where all our people feel safe, valued, and trusted to do their best every day.

The Opportunity

We now have an exciting opportunity available for a Customer Service Officer to join our Customer Service team in Brisbane, Eagle Farm office on a Full Time, permanent. This is a Monday to Friday Customer Service role with alternating day shifts, which is great for work-life balance.

Reporting to the Customer Service Centre Team Leader, the primary purpose of this position is to put our customers at the centre of everything we do.

Key Responsibilities

• Respond in a warm and professional manner to telephone, email, business-to-business and web enquiries relating to the availability and connection of natural gas to new and existing residential, industrial and commercial properties, with a focus on accuracy and attention to detail.
• Providing world class customer service to our customers with general enquiries whilst ensuring a balance of process and customer experience
• Establish and maintain relationships with all internal and external customers e.g. builders, retailers, operations, plumbers, residential and commercial customers
• Responsible for handling and facilitating the gas connection process within the time frame, with internal & external stakeholders.
• Responsible for identifying, managing & escalating priority issues to ensure the customers are satisfied with a solution and or resolution.
• Be a team player with a positive attitude to ensure high level of team morale
• Undertake special projects and tasks as directed by leaders.

Your background

• Intermediate to advanced level of skill working with multiple business software, including knowledge of Microsoft Office applications.
• Proven experience in handling high volume inbound/outbound calls (in a customer service centre or similar environment).
• Experiencing in deescalating challenging conversations with customers and identifying when to escalate and seek support
• Experience in working in a high volume environment with ability to manage conflicting priorities

About the Team

APA is an equal opportunity employer. The safety and sustainability of our people, community and environment is our focus. We embrace diversity in our people to ensure our workforce is representative of the communities that we operate in.

Technology underpins everything we do at APA from helping connect millions of Australians to essential energy sources every day to achieving our net zero ambition - and the capability for our people to make this happen.

When you join the customer service team on this journey to success, you will have access to targeted career development programs, competitive remuneration, employee benefits, work–life balance and wellbeing programs. We are proud to offer hybrid working arrangements for our office based roles after being successful in oboarding an dpreliminary training.

This is an exciting time for the team, We need people who are courageous, nimble, and ready to make an impact – change makers and risk takers.

Working at APA

APA is an equal opportunity employer. The safety and sustainability of our people, community and environment is our focus. We embrace diversity in our people to ensure our workforce is representative of the communities that we operate in.

APA provides you with access to targeted career development programs, competitive remuneration, employee benefits, work–life balance and wellbeing programs. APA also have an inclusive parental leave policy that supports all parents throughout their parenting journey.

Applicants must be eligible to work in Australia to be considered.

Sound like your kind of career? We’d love to hear from you.

Role closes Sunday 24th September 2023. Role Reference number 4671.

PD is available on request by emailing recruitment@apa.com.au quoting reference number above.