Trayne Consulting is currently recruiting for a Product Specialist to join our client's busy team, located in Southport. Our client is an Australian owned and operated telecommunications provider with unrivalled experience and expertise in rural, remote and regional communications.
The Role:
Reporting to the Customer Care Manager, we are looking for a Customer Service superstar that will be a Product Specialist taking Tier 2 support calls to assist with product related questions.
This role will see you talking to customers, providing exceptional service, and resolving escalated issues in relation to the clients products. Building relationships with retail customers, corporates, and dealer network - it is all about helping the customer in a friendly and pro-active manner.
This role will see you working Monday - Friday, (no weekends) with rostered shifts between 8am - 5.30pm.
You will be part of a team of 3 that prides itself on working together to get the job done providing exceptional customer service.
On successful completion of training (approx. 6 months), this can be a hybrid role, with a mix of working from home and in the office.
Key Responsibilities:
- Answer and respond to incoming phone calls in a timely and efficient manner, providing Tier 2 support to customers who have product related issues
- Support the Customer Care team with customer support escalations with respect to all products and be an escalation point for a customer complaint.
- Provide Customer Support expertise on business projects
- Act as the interface between the Customer, Customer Care team and Product team.
- Support the Sales team by providing post-sales support through training, troubleshooting, and testing.
- Assist the team with training and support on new products as well as internal systems such as the CRM
- Create content, processes and procedures on introduction of new products acting as the SME to the wider team
- Undertake admin duties, including shared management of Tier 2 support Mailbox to ensure timely responses
- Act as back up to the shop front as required
- Carry out any ad hoc duties as required by the Customer Care Manager
Required Skills & Experience:
- Demonstrated experience in a Tier 2 Customer Service role or similar
- Experience within the Telecommunications industry - Mobile, NBN, Broadband, Computers highly regarded
- Strong technical knowledge with the ability to troubleshoot and problem solve in a calm and lateral manner
- Excellent phone manner with great verbal and written communication skills is a MUST
- Intermediate MS Office knowledge - Word, Excel and Outlook as well as CRM knowledge
- Ability to learn new technical information and system knowledge quickly becoming a SME to the wider business
- Excellent customer service and strong team player with the ability to communicate with both internal and external customers
- Time management and organisational skills a must
- Positive and can-do attitude to take on any call and to be an excellent team player where you become a trusted member of the team
**Benefits**:
- Be part of a team of 3 that work together to meet the needs of the business
- No 'hot desking', work from the office, home or a mix after full training is completed (approx 6 months)
- Focus on quality call resolution not call times
- No weekends
- Located near public transport / tram line
Please note our client remains open over the Xmas/New Year holiday except on Public Holiday.
If you are looking for that next opportunity, to join an innovative and fast-growing company, where you will be part of a small team that works together to meet the needs of the customer, then we are wanting to hear from you.
**Salary**: $60,000.00 per year
Schedule:
- 8 hour shift