Customer Service Consultants

2 weeks ago

Newcastle, New South Wales, Australia DFP Recruitment Services Full time

Job description:

The Service Outage Management (SOM) team manages a full range of activities associated with planned and unplanned service outages.

We are looking for highly motivated and personable professionals to join our team to provide an exceptional customer experience across the business.


Responsibilities

  • Make outbound calls to customers to confirm services are working and troubleshoot and providing solutions if required
  • Keep accurate records of all conversations in our database using provided scripting templates
  • Utilise appropriate test tools and test methodology to assist diagnose and determine the nature of customer's fault
  • Undertaking customer scripting activities when applicable
  • Manage the reports of Medical Priority Assistance Customers impacted by service outages
  • Interpret various systems to obtain outage update information and accurately update all systems
  • Managing inbound calls from internal staff in a timely manner
  • Meet all accountabilities in relation to Health and Safety policy and procedure for all staff and customers.
  • Respond to inquiries from stakeholders and customers, providing competent technical support for issues related to service outages, including line and device testing and probable fault locations

To be successful in this role you will:

  • Demonstrate high level communication skills, with excellent interpersonal skills
  • Strong listening and customer service skills
  • Demonstrate initiative and selfmotivation.
  • KPI Management & focus on continuous improvement and efficiency
  • Ability to work within a team environment and autonomously
  • Data entry and attention to detail
  • Ability to learn technical information utilizing multiple systems at once
This is a full-time contract role commencing immediately, working Monday to Sunday on a 7AM to 7PM rotational roster. Weekend shifts are rotational between 7AM to 5PM. Penalties will apply

Note:
You may be required to provide evidence of your COVID-19 vaccination status.

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