Company overview Owned and operated right here in WA, Pentanet is a high-performance Internet Service Provider (ISP) that delivers next-gen connectivity solutions across Perth metro and beyond. Known for our innovation, speed, reliability, and customer-first approach, we're passionate about transforming the internet experience for our loyal customer community, and fostering a fun and inclusive culture for our people.
About the role We're on the lookout for a motivated Customer Service Representative (CSR) to join our dynamic team. Reporting to our Customer Service Manager, you'll help us ensure exceptional service delivery for both residential and commercial customers. With a strong focus on customer service, problem-solving, and process optimisation, you'll play a vital role in shaping the future of customer experiences for Perth's own ISP!
Please note: The successful candidate must be able to work on a rotating shift roster, covering hours from 8:30 am to 9:30 pm on weekdays and from 9:00 am to 9:00 pm on weekends. What you'll do: Our dedicated team of CSRs strive to consistently deliver positive experiences for all customers, ensuring satisfaction at every stage. In this role, you will:
Be the first point of contact for inbound customer enquiries via phone, email, support tickets, live chat, as well as in-person when working from our CBD office location. Deliver first-contact resolution wherever possible. Support customers in managing accounts, from billing queries to plan changes. Assist in resolving connectivity and service-related issues. Identify and escalate complex issues for specialised technical support or management. Guide customers through our products, services, and customer portal, empowering them with knowledge. Apply effective complaint-handling skills to resolve basic concerns promptly, ensuring alignment with our complaints handling policy. Contribute to continuous improvements in customer service processes. Ensure full compliance with industry regulations, company policies, and best practices. Cultivate a positive team culture that reflects our company values.
Who you are: A customer service champion who knows how to deliver great experiences to drive satisfaction and loyalty. A curious and creative problem solver who gets satisfaction from resolving customer enquiries. An inclusive and genuine team player who thrives working in a high performing team environment An energetic and positive individual that encourages collaboration to achieve great outcomes for our customers.
What we're looking for: Essential:
Previous customer service experience in a contact centre environment. Excellent verbal and written communication skills. Proficiency with computer systems and applications. Ability to manage workload effectively and prioritise tasks. Skilled at working both independently and with cross-functional teams, including sales, marketing, and accounts. Desirable:
Experience in the technology or telecommunications sectors, particularly in roles related to internet service provision. Experience using Zendesk. Sound like you? Apply now to join our fast-paced, meme-loving PentaFam and help us take customer service to the next level!
PentaPerks As our newest CSR, you'll enjoy a raft of awesome PentaPerks, including:
Splitting your time between our vibrant new headquarters in Balcatta which comes with free parking, and the 'PentaHouse' – our stunning customer-facing office in Perth CBD overlooking Central Park Continuous coaching and development to support your career goals and ambitions Employee recognition program Competitively discounted home internet (plus family and friends discounts) after probationary period. Discounted Medibank health insurance A free Priority subscription to our cloud gaming platform, GeForce NOW Powered by CloudGG Why join our team? Our path to success is forged by our exceptional 'PentaFam'. We're lucky to have a team of passionate specialists working hard to elevate Perth internet services. Our team is a vital pillar in our company ethos and a key part of what makes Pentanet unique.
Don't just take our word for it, though. Here's what our Sales Team Leader and 2023 employee of the year (MVP) has to say: "Working at Pentanet for the past four years has been an incredibly rewarding experience. The team's support and our shared passion for innovation have made every day exciting and fulfilling. Being honoured as the 2023 MVP was a testament to our collective dedication and hard work. I'm grateful to be part of such an inspiring and dynamic environment." How to Apply If you meet the criteria above, we're keen to see your application! Follow the prompts to apply, providing your CV along with a brief personalised cover note outlining the value you can bring to the Pentanet team. Video introductions will also be accepted.
Due to the overwhelming interest in the role, only shortlisted applicants will be contacted.
Pentanet supports diversity, inclusion and equal opportunity. We encourage people of all cultures, backgrounds, gender, age, sexual orientation and abilities to apply. To learn more about Pentanet and what we do, visit pentanet.com.au
APPLY NOW! No recruitment agencies please