Work Experience -Greater than 9 months experience within relevant customer service industry (preferred domain by Telecom/technical services).
Qualification Graduate or undergraduate Degree in a relevant customer service field (preferred domain by Telecom/technical/Business and Financial Services) Or, Completed tertiary education in a relevant field from a recognized institution
Language Proficiency The agent must have excellent English-speaking skills with neutral accent, including a high fluency in reading, writing, speaking and the use of the English language.
Computer Proficiency An advanced general Microsoft Windows and computer skills, and accurate data entry abilities.
Customer Service & Analytical Skills Strong analytical and technical skills , technically appropriate communication skills, clear understanding of all processes / work instructions. Strong listening skills, including being able to listen effectively and understand customer issues.
Flexibility and other capabilities Flexible to work in 24 x7 environment, primarily during Australian business hours. Agents unable to meet the requirements of an Australian working hour will be unacceptable candidates for this order. Demonstrated multi-tasking capabilities.
Responsibilities and attributes
- Excellent communication skills – written & oral
- Strong customer advocacy skills and understanding of customer interactions leading to successful customer outcomes.
- Responsible for the end to end activation or assurance of a Service
- Responsible for all of the listed functions and queues as outlined within process materials.
- Responsible for the completion of all work tasks within scope of function and queues and any remediation’s required to ensure the outcome is achieved.
- Identifies the problem by understanding its nature and its component parts and the relation between them.
- Ensure compliance adherence and timely completion of milestone
- Updating & keeping records of customer interactions, transactions, comments and complaints as per defined process guidelines
- Seek support and guidance if required
- Work collaboratively with teammates (external and internal to Supplier) to solve customer issues as quickly and as efficiently as possible.
- Effective communication with other business units to obtain the required information to successfully manage the Customers order
- Demonstrates resilience and fle xibility to change
- We Care – Privacy & Protecting our customer – take all steps to protect customer’s privacy
- Sales Order Quality – get things right at First Time up front in order to reduce rework
- Answer customer enquiries to appropriate area when necessary.
- Meet prescribed customer service standards and performance objectives
- Effective communication on order status to Customers/Stakeholders
- Generates timely and well-developed solutions to address the problem.
- Able to apply solutions across varied problems using functional knowledge & logical conclusions.
- Escalating the dependencies to the relevant teams for any assistance
Booking appointments for customers
・ Dispatching equipment to customers
