Customer Care Specialist (Australian Telco Experience Required)

To be a brand ambassador for the Company seeking to deliver first call resolution every time, ensuring customer advocacy. Passionate about our products and services, seeking to exceed customer expectations, and making us a NBN supplier of choice. Identify opportunities to upsell products and services and improve customer retention. Must have Australian Telco Experience

Duties and key responsibilities

Effective management of daily inbound and outbound calls, emails, chats and social media demand delivering to SLA every time
Being a subject matter expert for all areas of our products and services
Accurately logging and maintaining customer records
Knowledge sharing with customers and colleagues to maximise self-help opportunities
Ticket escalation and resolution management within SLA
Constantly seeking to ensure our customers stay with us, supporting where possible, and escalating where needed to retain their business

General responsibilities:

Effective management of emails, chats and social media enquiries
Effective management of call demand – inbound and outbound
Identify, assess, and resolve customer needs on a first call resolution basis
Build and maintain quality relationships with customers through open and honest communication, building trust in our service
Ensuring up to date product and system knowledge and maintaining this continuously
Achieve and exceed personal and business KPIs
Provide a measured and results focussed approach to customer complaints, ensuring SLAs achieved for resolution time
Checking and creating activation codes and successful activations
Accurately update systems with detailed notes on all customer interactions. Specifically, CRM and billing systems
Management to conclusion of any queries escalated to other departments or 3rd parties
Checking and processing refunds and credit notes
Creation and processing of manual customer invoices
Completing SAI allocations
Reactivation of customer accounts following service suspension
Always go the extra mile for our customers
Always seek to prevent and minimise churn

Criteria

Strong written and spoken communication skills
Ability to present written information in a structured and balanced way appropriate to the need of the reader
Strong phone contact handling skills and active listening Experience
Proven customer support experience or experience as a client service advisor within a Contact Centre environment
Proven achievement of meeting or exceeding KPIs

Knowledge

Familiarity with CRM systems and practices
Personal attributes and otherrequirements
Be a good team player within your department and the company
Customer orientation and ability to adapt/respond to different types ofcharacters
Ability to multi-task, prioritize, andmanage time effectively