Water utilities provide an essential service that every household and business relies on.
This role suits people who enjoy helping others, communicating with a wide range of people and solving problems.
It is well suited to individuals who are patient, empathetic and organised, and who enjoy working in a team environment.
People from any background can enter this career, including business, communications, hospitality, retail or administration.
Customer Service Officers provide support and information to customers across phone, email, web chat and social media channels.
They answer questions, resolve issues, coordinate with operational teams and ensure customers receive timely updates.
Their goal is to deliver a positive experience while helping customers understand and access water services.
DAY TO DAY WORK
- Answering customer enquiries and updating customer records, and handling complaints
- Responding to billing and account questions
- Logging service requests, investigating issues and coordinating with field crews
- Assisting customers experiencing hardship
- Preparing correspondence and using customer management systems.
SKILLS AND INTERESTS
- Communication and active listening
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Problem solving and critical thinking
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Empathy and emotional intelligence
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Teamwork and collaboration
- Digital literacy and confidence using computer systems
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Remaining calm under pressure
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Conflict resolution and professionalism
Qualifications for this role