Customer Support - Telco (Dayshift)

RETAIL FIXED CONSULTANT

POSITION OVERVIEW

A Consultant interacts with customers and acts as a liaison between customers and companies by providing information to address inquiries regarding products and services. In addition, a customer service representative deals with, assists and helps resolve any customer complaints, orders, errors, account questions, billing, cancelations, and other queries about products and services.

GENERAL RESPONSIBILITIES:

Responsible for handling all telephone, e-mail or live chat enquiries

Responsible for providing customers with correct information and resolutions for all service requests

Handle and resolve customer complaints within the procedures and guidelines provided

Ensure all client enquiries are recorded into the system, confirming all details of the enquirer with 100% accuracy

Ensure compliance with goals, policies and procedures are adhered to at all times

Dealing with all calls and enquiries politely, courteously, professionally and assertively

Matching customer’s need to client’s products and services

Responsible for archiving, filing and distribution of documentation

Provide well-rounded, prompt, high-quality, and professional client service at all times

Any other task/duty as directed by client/management

POSITION REQUIREMENTS:

Candidate must possess at least a Bachelor’s/College Degree

Must have an active passport ready for the opportunity to travel

Must have at least two (2) years of experience as a Customer Service Representative for Telstra in a BPO/Offshoring setting

Must have a sound understanding of Telstra products, systems and processes for Business and Consumer Customers

Proficiency in using Microsoft Office applications

Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures

Demonstrate commitment in upholding core values and behavioral standards

Excellent customer service, problem solving and analytical skills

Ability to be flexible, adaptable and work in fast-paced environment

Strong command of the English language, both oral and written