Job description:
Do you want the flexibility to work from home providing exceptional customer service with all the equipment, training and support you need?
For our client, customers are at the heart of everything they do. Their mission is to create a connected future so that everyone can thrive, and that's where you come in! As they build their team across Australia, we are looking for passionate Customer Service Specialists who are determined to deliver an exceptional experience to customers.
The Role:
The Customer Service Specialist will focus on advocating for vulnerable customers and handling various enquiry types, including activities related to Priority Assist faults and services. The Specialist will receive inbound calls from customers, aiming to provide service and support for fault-related calls. This may include following a guided workflow and resolving issues during the inbound call or organising for a Telstra technician to attend the customer's premises.
Key Responsibilities:
Assist customers in understanding, using, and resolving issues
Fault restoration and basic billing or account enquiries
Comply with established practices, procedures, and legislative requirements, including handling customers in vulnerable circumstances
Identify when a customer is in distress and take appropriate intervention or escalation measures to ensure the recovery of their experience
Take ownership of issues, offering solutions and managing within designated timeframes
Availability to meet the operating hours of the business as generated by customer demand
To ensure your success, you able able to demonstrate:
Previous experience working in a high volume and high functioning workplace (call centre experience desirable)
Proven ability to determine priorities, co-ordinate resources and make sound business judgements to best achieve the customer and business requirements
High levels of empathy / problem solving skills
Exposure to CRM experience is highly desirable