Job Description
Who we are
Vector is focused on meeting the energy needs of our customers not just for now, but also for the future where new technology will play an exciting and important role within our networks. We’re on a mission. We’re changing the way we engage and use power through our innovation, and our customers throughout New Zealand & Australia are seeing the benefits of Advanced Smart Metering Services (AMS), and how it's helping them to manage their gas and electricity.
Vector’s vision is to “Create a new energy future” and the rollout of smart meters and smart metering services is a key part of this. Smart meters underpin the new energy future, by providing granular and real-time information about customer behaviour and energy usage, empowering new and innovative retail products, and enabling consumer participation in energy markets.
AMS combines large-scale field deployment and operations, with a cutting-edge data business focused on ‘near real-time’ delivery of big data and analytics to support the efficient functioning of the overall electricity markets in New Zealand and Australia.
About the Role
Our Customer Excellence team is all about delivering an excellent customer experience for Vectors Retail customers and Field Service Partners. As part of this team the role will act as a key business contact point for all Retail customer enquiries and Field Service Providers. Other key areas of responsibilities include -
Responding to general enquires received via phone or email promptly and efficiently with excellent customer service with a focus on first call resolution
Managing service requests end to end
Identify areas for continuous improvement
Work within set standards and processes to ensure Vector meets its compliance requirements
Liaise with the relevant parts of the business and service providers to investigate and resolve complaints promptly
Who are we looking for
We are looking for a great team player who thrives in a busy and collaborative environment. You will be flexible to support the workflow of your peers and be comfortable to participate in shift-rosters and on-call rosters as and when needed along with –
Previous customer service or call centre experience and a strong commitment to a quality and courteous customer service
Great communication skills and the ability to communicate effectively with both internal and external customers
Customer issue management and resolution experience
Computer literacy - Word and Excel
Attention to detail and accuracy in processing documentation
Personal resilience, positivity, and enthusiasm
What’s on Offer:
It's an opportunity not to be missed due to the transformation in our industry and our hunger to embrace new technology. You see, at Vector we make it happen and we make it happen quick. Along with that we're committed to our team of over 800 staff, which means we're here to develop your skills, create a diverse and respectful workplace, and ensure that you succeed with us.
If this is the opportunity you’ve been looking for and have the background and experience required, show us your initiative and apply now!
Vector engages a workforce made up of individuals with diverse skills, values, backgrounds and experiences. Vector respects and values people who are different from each other, including gender, ethnicity, disability, age, sexual orientation, race and religion.
