Job Category: Administration and Customer ServiceJob Description:We currently have an opportunity for a Customer Service Consultant. Join our team at National Customer Contact Centre (NCCC) and play a key role in delivering exceptional experiences across multiple channels (phone & email) and playing a key role in ensuring all contractual obligations and KPI's are adhered to. Reporting to National Customer Contact Centre Australia - Team Leader, you'll help deliver high-quality outcomes that support our essential services.What You'll DoThis role offers a broad scope, with key responsibilities including:Responding to customer enquiries across all channels (inbound & outbound calls and emails)Provide end to end support based on administration tasksContribute to the success of the team and broader Downer business.Adhere to the Downer StandardsBuild customer trust, value and loyalty by creating a positive customer experienceTakes ownership of customers request through to effective resolutionWhat You'll BringExperience in contact centres or customer service environment preferably within Facilities Management or complex environments, i.e., Utilities, telecommunications etcExperience with Contact Centre Telephony Systems - PreferredExperience in using CRM's, Knowledge Management Systems, SharePoint etc - PreferredDemonstrated experience with Microsoft Office suite, Outlook, excel, etcCertificate 3 in Customer Engagement - desirableStrong customer service ethic and focusExcellent verbal and written communication skillsThis role requires you to be available to work on a 24/7 shift rotation.More than anything, you'll bring a strong work ethic, a positive attitude, and a commitment to delivering high-quality outcomes for our clients.Why Downer?At Downer, we plan, create, and sustain essential public services across Australia and New Zealand. From hospitals to data centres and defence partnerships, we manage critical infrastructure that keeps communities thriving.What It Means to Belong at DownerWe're proud of our high-performance culture and commitment to diversity, offering:Training and development to support and diversify your career.With 30% of vacancies filled internally you'll find real opportunities to advance your career.Perks@Downer: healthcare discounts, great savings on retail purchases, car purchases and much more.Employee Assistance Program: professional support for you and your family when you need it most.Downer Group is an equal opportunity employer committed to diversity and inclusion. We encourage applications from all backgrounds, including First Nations people and those from culturally and linguistically diverse communities.About Us: At Downer we plan, create and sustain. Downer is the leading provider of integrated services in Australia and New Zealand. Through trusted relationships and world leading insight we work closely with our customers to design, build and sustain assets, infrastructure, and facilities.About the Team: Social Infrastructure & Citizen Services delivers the critical thinking, building, maintenance and sustainment behind Australia and New Zealand's essential public assets, facilities and community services. The communities we serve are at the heart of our operations. Be it through facilities management of critical public assets, precinct upgrades, new energy solutions or professional and technical advisory. We run places of healthcare and education, custodial facilities, we manage customer data centres and critical systems, we take asset management risk over 25 years through our portfolio of Public Private Partnership (PPP) contracts, and we are a trusted advisor and partner to our New Zealand and Australian Defence Forces.
