Customer Service Representative - Contact Centre

About Veolia Veolia is a global leader in environmental solutions with over 170 years of experience, operating across 40+ countries with 220,000 employees worldwide — including 6,500 staff across 300 sites in Australia and New Zealand. Through our Water, Waste, Energy and Industrial Services, we're committed to protecting the environment and creating a more sustainable future. The Opportunity We are seeking a Customer Experience Consultant to join our Frontline team in Wetherill Park on a full-time permanent basis. As the CX Frontline Consultant, you will be the first point of contact for our Waste customers, handling a high volume of phone calls and email cases while providing exceptional customer service. What's on offer Training & development | On-the-job coaching | Supportive team environment Attractive remuneration package | Annual performance bonus A close-knit team environment that prioritises inclusion and collaboration Opportunity to collaborate with and learn from a variety of departments across the business Monthly culture days Free on-site parking What you'll be responsible for Answering 80+ incoming customer inquiries via phone Respond to 90+ inbound emails efficiently and professionally, maintaining correct spelling, grammar and punctuation Resolve a wide range of customer issues related to waste management services, using a detailed understanding of transport legislation and waste industry knowledge Maintain accurate customer records and update information in our CRM system Process customer requests, bookings, and complaints in a timely manner Collaborate with internal teams to ensure customer satisfaction Use business knowledge and critical thinking to find resolutions for customers Managing customer requests in multiple operating system What you'll need to be successful Previous experience in a customer service role, preferably in a contact centre environment Experience using Google Suites is desirable Strong computer literacy skills and familiarity with CRM systems (Salesforce, DOS-based systems, SAP) advantageous Excellent communication and problem-solving abilities Typing speed of 60 wpm with an accuracy level of 80% or more Ability to multitask and work effectively in a fast-paced environment Ability to challenge yourself and reach KPI’s set out in SLA’s Positive attitude and commitment to delivering outstanding customer experiences Ability to think outside the box and work collaboratively as a team and with internal/external stakeholders Why Veolia? At Veolia, we support our people both at work and beyond. Enjoy a comprehensive range of benefits designed to help you thrive, including: Generous paid parental leave and paid volunteer days Superannuation contributions on unpaid parental leave Fitness Passport and discounted health insurance Employee Assistance Program (Thrive) for you and your family Novated leasing, and vehicle discounts Bonus and referral programs, plus employee share plan Ongoing professional development and clear career pathways Veolia is committed to ensuring every employee returns home safely every day under our Always Safe Charter. Join a team that values your wellbeing, growth, and contribution—while making a real impact on the environment and our communities. Fairness, Diversity & Inclusion Veolia is committed to fostering a diverse, equitable, and inclusive workplace where everyone is valued and respected. We welcome applications from all backgrounds and are dedicated to providing a safe, supportive, and accessible environment. If you require adjustments to the recruitment process, please let us know so we can support you. Discover more about our benefits, culture, and commitment to diversity at anz.veolia.com/careers. We value your interest in our employment opportunities and commit to respond to all applications. Veolia is committed to conducting recruitment in a fair, ethical and transparent manner based solely on merit. Candidates with direct or indirect personal/professional ties to Veolia and/or any third party related to Veolia business (including but not limited to Veolia's suppliers, customers, partners and competitors) must disclose this information.