Customer Service Advisor

About CES

Accelerating the transition to a circular economy

We are proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers). We help our scheme partners to recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.

Our technology and services enable the circular lifecycle of drink containers. We have a large in-house software engineering team using modern technology stacks to develop and support our products. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.

CES was formed in 2017 as a joint venture between Lion and Coca-Cola Europacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.

What will I be doing?

• Do you enjoy engaging with customers and business partners, troubleshooting, and resolving queries and issues for them? Do you love being part of a busy contact centre team, working together to build a knowledge base and continuously improve the end-user experience? If so, we have a new permanent full-time opportunity in our collaborative and supportive Contact Centre team.

• We’re a customer service team that assists and positively influences recycling customers (end users and our recycling business partners). Our customers are at the core of everything we do - by helping them we help the environment and create a brighter future.

• We’re looking for self-driven, resilient people who can work independently, solve problems effectively, handle customer complaints and complex enquiries with minimal escalation, and proactively contribute to the team during office days. Strong communication skills and the ability to multitask will be key to your success.

• As a Customer Service Advisor at CES, you represent our brand and are responsible for providing exceptional customer engagement via professional written and verbal communication.

About you

Employment type: Casual

Availability requirements:

• You must have a dedicated home workspace (free from distractions and background noise).

• You must have reliable and consistent internet service.

• You must be able to come into the North Sydney office at least once a fortnight as per our team office day, and as required for events and further training.

• You are able to work a 5-day working week, 38 hours per week. We operate Monday to Sunday, with the earliest start being 8am (7am in Winter), and latest finish 8pm (7pm in Winter). We work on a rotating roster, and you must be available to work any of our shifts on any given week.

Skills and experience:

• Excellent communication skills and ability to multi-task

• Prior contact centre experience (inbound calls and emails) is required

• Ticketing system experience or similar (e.g. Zendesk or Service Now or CRM experience) is required

• Strong customer service focus, with a high drive to provide a positive experience to customers and continuously improve our service, and ultimately improve recycling rates!

• Note: Weekend & Public Holiday shifts are rostered and paid in accordance with the relevant award.

Our Values

Scheme success is our success:

• Our mission is to accelerate recycling rates. We make decisions in the best interest of all schemes to maximise our impact for individuals, community, and the environment.

Win as a Team:

• The whole is greater than the sum of its parts. Great things are achieved in teams that combine the right expertise and leadership.

Make a Difference:

• Take initiative, take ownership. Openly communicate the outcome you want and go make it happen!

Be Engaged:

• Reflect your passion in your work, no matter the task or challenge. Your engagement is a source of inspiration to your peers.

Do the Right Thing:

• Do the right thing by others and the company, and the rest will follow. Seek win-win outcomes, listen, act inclusively, and always aim for better.