Work options: Hybrid

• Based in Hobart
• Hybrid working arrangement, mix of working from home and the office
• Access to a great selection of benefits

KNOWLEDGE AND EXPERIENCE

• Contact centre experience and / or telecommunications experience is preferred
• Proven attention to detail, excellent communication skills, and a strong customer resolution focus
• The ability to think outside the box providing creative solutions that adhere to company policy and procedures
• Excellent relationship management skills with the ability to build rapport quickly
• Self-starter with the ability to manage and prioritise own workload in a timely manner
• Ability to effectively engage multiple stakeholders to source resolutions for customers
• Strong Microsoft Office skills
• Excellent verbal and written communication skills
• Empathetic in manner, able to accurately identify customer needs and provide appropriate information or resolutions which balance both business and customer’s needs
• Able to relate effectively with others regardless of age, gender, cultural background with an awareness of own impact on others.

• Exercise independent judgement and provide effective communication in accordance with company policy and procedures with the aim of providing mutually satisfactory final resolutions to escalated customer queries
• Provide quality and accurate information when handling customer enquiries including concise notes of customer contact
• Take ownership and keep the customer informed of the progress of resolution efforts within the required time frames and ensure follow up if the resolution extends beyond
• Use appropriate systems and support tools in providing consistent customer solutions and experience
• Identify customer needs and promote relevant products and services to suit those needs
• Effectively liaise with other areas of the business and key stakeholders
• Escalate trending complaints
• Achieve individual targets in line with KPI requirements
• Display a commitment to self-improvement and continual learning
• Display resilience and ability to work in a high volume, fast paced environment with a positive outlook on continual change.