Narelle Grigg

As a customer support officer I am responsible in providing efficient and effective customer service utilising a wide variety of water industry related knowledge, information and formalised procedures to ensure customer expectations are both met and exceeded.

Key Responsibilities

• Manage high call volumes whilst maintaining composure and professionalism under pressure.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries in a timely manner.
• Identify and resolve discrepancies/errors in customer accounts.
• Mentor colleagues, sharing best practices and fostering an atmosphere of collaboration and growth amongst the team.
• Maintained knowledge of product offerings, enabling effective troubleshooting and problem-solving capabilities.
• Maintain up-to-date knowledge of product and service changes.
• Educate customers about billing, payment options and support available to address personal needs.
• Participate actively in team meetings, contributing valuable insights towards the enhancement of overall customer experience.
• Collaborate effectively with other departments to handle customer issues, resulting in prompt referrals/resolutions.
• Implement, develop and maintain customer service training processes and procedures.
• Process daily banking inclusive of suspense payments/allocation, direct debits, payment arrangements and raising reminders/finals.
• Weekly referrals to ARMA (current debt collection agency) and maintenance of workflow, deciding on next for account
• Caveat processing and/or referrals
• Maintenance of a safe working environment by taking all reasonable steps to ensure compliance with Workplace Health and Safety requirements

As the divisional office clerk, I was responsible for but not limited to the day to day running of the divisional office and continual maintenance of the Commonwealth electoral roll.

Key Responsibilities

• Public relation, with the ability to respond/resolve all enquiries efficiently, effectively and in a timely manner
• Data entry.
• General administrative tasks.
• Planning, arrangement and conduct of elections and referendums.
• Engagement, training, supervision and payment of temporary staff for the conduct of electoral events.
• Roll maintenance
• Federal Parliamentarian liaison, correspondence follow-up and reporting.
• Preparation of routine correspondence reports and returns concerning the operations of the division and use of automated systems.
• Planning, preparation and delivery of public information and education programs.
• Maintenance of a safe working environment by taking all reasonable steps to ensure compliance with Workplace Health and Safety requirements.