**Key Dimensions**:
- Action and resolve service requests;
- Liaise with internal and external stakeholders to assist with completion of service requests;
- Receive inbound calls via number queue;
- Receive warm customer phone escalations from the National Contact Centre;
- Investigate and resolve repeated service failures;
- Workflow processing;
- Welcome calls for new customers;
- Available to work non-national public holidays
- Ensure all sales targets are achieved primarily through selling and generating sales leads
- Primary contact for all potential cancellation requests nationwide
- Re-signing and cross-selling to the existing customer base in a pro-active and timely manner
- Ensure all customer and internal databases are maintained with accuracy
- Provide exceptional customer service with an aim to eliminate repeat service failuresOther duties as required by the business
- Average Speed to Answer <=20 seconds
- 90% of calls answered within 30 seconds
- Abandoned call % <=2%
- ETA and status requests for existing bookings
- Additional Services or Potential New Customer
- Cancellations
- Futile / Missed Services
- OH&S Issues
- Resigns
- Interpersonal, verbal & written communication
- Customer service focus
- Attention to detail and administrative skills
- Computer literacy
- Scheduling
- Problem solving
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