About the Role

We are seeking a motivated and customer-focused Customer Connection Specialist to join our growing call centre team. In this role, you will be responsible for helping customers connect their utilities—including electricity, gas, and internet—at their new property. You’ll work with incoming lead lists, make outbound calls, and guide customers through the setup process with care and professionalism.

This role is perfect for someone who thrives in a fast-paced, high-performance environment and is passionate about delivering a seamless experience for every customer.

Key Responsibilities

Make outbound calls to new customer leads to assist with utility connections (electricity, gas, internet, etc.).

Manage and update lead lists, ensuring all data is accurate and up to date in the CRM.

Guide customers through the connection process, explaining available offers and answering product-related queries.

Process utility connections and product orders in partner retailer portals and internal systems.

Respond to customer queries in shared communication inboxes (email, chat, etc.).

Maintain high levels of customer satisfaction and adhere to compliance and privacy obligations.

Accurately capture customer data and consent, ensuring compliance with industry regulations.

Liaise with real estate partners or agents when necessary to resolve customer queries or obtain missing information.

Meet daily, weekly, and monthly KPIs including call volumes, conversion rates, and customer satisfaction.

Collaborate with the team to identify improvements in scripts, processes, and customer engagement.

Provide feedback to the sales and operations team on lead quality and common customer objections.

Participate in training and coaching sessions to continuously improve service quality and product knowledge.

Assist with onboarding and mentoring new team members as the team grows.

Escalate technical or service issues to relevant teams and ensure timely resolution.

Complete after-call administration including detailed call notes, follow-ups, and CRM updates.

Ideal Candidate

Previous experience in a contact centre or phone-based sales/support role is preferred.

Clear and professional communication skills with a strong focus on customer service.

Strong computer literacy and ability to navigate multiple systems and portals efficiently.

Self-motivated, reliable, and target-driven with excellent time management skills.

Ability to work both independently and as part of a collaborative team.

Knowledge of the Australian utilities sector (energy, internet, gas) is advantageous but not essential.