Careers at Symbos
Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.
Contract Centre Agent - Billing & Provisioning
Contact Centre Agent - Billing & Provisioning
About the Company
At RCL Services, we deliver exceptional customer experiences through our people, processes, and commitment to service excellence. As we continue to grow, we are looking for a Contact Centre Agent – Billing & Provisioning.
This role is ideal for someone who enjoys helping customers, solving problems, investigating account enquiries, and ensuring services are accurately provisioned. You will play a critical role in supporting customer satisfaction by managing billing enquiries, service activations, account maintenance, and provisioning requests while delivering a high standard of customer care.
What You'll Be Doing
You will be responsible for providing exceptional customer service while supporting billing, account management, and provisioning activities.
- Respond to customer enquiries relating to invoices, payments, credits, charges, and account balances.
- Investigate billing discrepancies and work towards timely resolution.
- Process billing adjustments, account updates, and authorised service requests.
- Assist customers with account management and maintenance activities.
- Process service activations, upgrades, relocations, modifications, and cancellations.
- Ensure provisioning requests are completed accurately within required timeframes.
- Coordinate with internal teams to support seamless service delivery.
- Maintain accurate records of customer interactions and account activities.
- Provide accurate information and practical solutions to customer enquiries.
- Escalate complex customer issues where appropriate.
- Achieve quality, productivity, customer service, and compliance targets.
- Adhere to client, regulatory, privacy, and company requirements.
- Participate in coaching, training, and continuous improvement initiatives.
- Report system issues, process gaps, and customer concerns as required.
- Support team objectives and contribute to a positive and collaborative workplace culture.
- Any other duties and responsibilities assigned.
What We're Looking For
- Year 12/Form 7 completion or equivalent qualification.
- Previous experience in customer service, administration, retail, telecommunications, utilities, energy, or contact centre environments.
- Experience handling billing enquiries, account maintenance, service activations, or provisioning requests.
- Strong customer service and relationship-building skills.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- High attention to detail and accuracy.
- Strong organisational and time management skills.
- Ability to investigate and resolve account-related issues efficiently.
- Experience using CRM, billing, provisioning, or customer management systems is advantageous.
- Strong computer literacy, including Microsoft Office applications.
- Basic SQL or database query knowledge will be highly regarded.
- Ability to learn new systems, processes, and products quickly.
- Ability to manage multiple tasks in a fast-paced, target-driven environment.
- Ability to work shifts, including evenings, weekends, and public holidays where required.
- Positive attitude, resilience, accountability, and a commitment to delivering outstanding customer experiences
Why Join Us?
- Be part of a growing and dynamic organisation.
- Work with a supportive and collaborative team environment.
- Develop your customer service, billing, and provisioning expertise.
- Gain exposure to the energy industry and customer operations.
- Ongoing learning, coaching, and development opportunities.
- Build a rewarding career with opportunities for growth and progression.
At RCL Services, we actively celebrate diversity across our workforce and are committed to providing inclusive and equal employment opportunities to all candidates. We encourage applications from culturally diverse backgrounds, people with disabilities, and all members of the LGBTQI+ community.
In addition, you will be considered a role model for our company values:
Willing | Ethical | Courageous | Accountable | Respectful | Exceptional
If you are passionate about delivering exceptional customer service and are ready to build your career in a fast-paced contact centre environment, don't miss this opportunity.
Click Apply Now!