Customer Services Operator

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Introduction:
About Orikan

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.

Description:
The overall mission of Orikan is to make the communities we work in more liveable by enhancing community mobility and improving parking equity, ensuring interactions and payments are easy for clients and customers, making it easy for the public to comply with regulations and allowing efficient management of enforcement and infringement operations.

Our Customer Service Team is focused on two main services offered by Orikan: Residential ePermits, and the digital parking payment app PayStay.

In this team we work together to ensure the best possible outcomes for customers, while adhering to the relevant federal, state and local government laws, policies and guidelines. This is a fast-paced but supportive environment, where our team members can readily pivot into new tasks, multi-task, and thrive on the challenges that come with new projects.

Key Responsibilities:

• Provide professional, accurate and timely customer service to the public and clients predominantly relating to digital permits and enquiries about the PayStay app both via phone and email.
• Advise the public of their rights and obligations under relevant legislation
• Provide advice in relation to Council processes to members of the public, financial counsellors, caseworkers, solicitors, police officers, and council staff
• Accurate data entry of call summary into the CRM to create case history after each call
• Processing applications via internal software systems according to structured procedures

Skills and Experiences:
What we are looking for:

• Strong solution-focused work ethic
• Attention to details
• Good communication skills both written and verbal
• Professional approach and good phone manner especially when dealing with the difficult or distressed clients
• Well-developed negotiation, problem solving and decision making skills
• Ability to use multiple computer systems simultaneously
• Energetic and enthusiastic with an ability to work autonomously
• Motivated self-starter who shows initiative
• Call centre experience is desirable

What's in it for you

• Melbourne CBD location
• Part of a wider Group of companies who exist to make the communities we serve more liveable by enhancing community mobility and improving parking equity.
• Opportunity to progress into 2IC, Team Leader roles, Correspondence & Client Services roles, and other Group roles e.g. Product Support Consultant or Implementation Consultant
• Company paid parental leave (12 weeks)
• Award base salary, plus Super
• Recognition program
• Values-led culture; supportive and collaborative team environment
• Discounted parking at DFO South Wharf
• Flexible work arrangements (on completion of probation)
• Annual pay increases on 01 July each year (Award covered role)