• Job description :
As a customer service consultant, you utilise your knowledge of the client’s processes and systems to support the activation of customer services and efficiently remediate issues and problems that may arise during the order lifecycle to minimise impact to customers.
• About the role :
Apply knowledge of the client’s processes and systems to independently manage a customers order throughout its life cycle, whilst keeping the customer informed of progress through call & message channels.
Coordinate with supply chain department to initiate dispatch of devices in a timely manner and ensure activation of these devices prior to delivery at the customers premises.
Demonstrate strong verbal communication skills when contacting customers about expected delivery times, changes to delivery schedules and following up on device returns.
Ability to flex across multiple areas of the order management process in response to changes in demand and manage multiple queues concurrently to ensure orders are processed in a timely manner.
Managing incoming requests from other departments through call and email channels, being able to respond effectively with clear and concise communication.
Able to support our onshore staff to manage overflow calls from our customers during peak times and weekends.
Utilise documented processes and work instructions to efficiently navigate across multiple Telstra systems whilst processing orders, identifying, and communicating opportunities to enhance processes and procedures where applicable.
Successfully complete of all mandatory learning and training to maintain and apply the necessary skills and knowledge required to provide current information and accurate advice to customers in line with legal & regulatory requirements
Comply with HSE policies and standards to role model safe and responsible behaviours, minimise risks and demonstrate a commitment to your own safety and the safety of others
• Required skills :
• Strong written and verbal communication skills
• Ability to work autonomously – Highly self-disciplined
• Some level of previous call centre or customer management experience is highly desirable
• Effective and efficient use of all relevant systems to access information and provide relevant solution for the customer
• Excellent time management skills with ability to meet respective performance measures
• Tech savvy and ability to navigate through multiple systems and applications
• Troubleshooting skills in managing and resolving customer issues and queries succinctly
• Have the ability to multitask while on the phone with customers
• Note capturing and typing skills
Multitasking,Oral Communications,Customer Relationship Management (CRM),Customer Service,Call Center,Communication,Taking Initiative,Standard Operating Procedure (SOP),Time Management,Customer Follows
• Desirable skills :
Multitasking,Oral Communications,Customer Relationship Management (CRM),Customer Service,Call Center,Communication,Taking Initiative,Standard Operating Procedure (SOP),Time Management,Customer Follow-Ups
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