Travel Sales Contact Centre

2 weeks ago

Brisbane, Australia AWP Australia Pty Ltd Full time

Multiple roles for Monday 3 June start date

Hourly rate $31.60 per hour + super

Contact Centre hours from 8am to 8pm with occassional Saturday shift

Training provided for the first 5 weeks

Work in our modern, Brisbane city office

Close to public transport

Role Purpose

As the Travel Sales consultant, you will deliver exceptional service to all customers through the effective management of inbound and outbound telephone calls. Customer Service Assistants will be required to assess the caller’s needs and determine the most appropriate course of action or referral.

Key responsibilities include:

Customer Focus

• Handles customer requests in an appropriate timeframe
• Knows general KPIs used to measure customer satisfaction
• Remains professional and communicates clearly with the customer

Fostering relationships
• Provides help to colleagues as required
• Shares information and ideas with others when asked
• Communicates appropriately and professionally
• Follows through on commitments
• Is responsive and approachable

Case Management/Data Entry
• Thorough and accurate logging of all call related data into CRM computer system and creation of incidents in real time
• Complete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client
• Provide effective follow through and end to end case management to ensure the customer’s enquiry is resolved effectively and in a timely manner. Where necessary, handover of cases to relevant specialists to complete – including Network and Implementations and Assistance Leadership team, as per operational guidelines
• Consult with Assistance leadership team and delegated senior staff where appropriate to ensure accurate handling of cases
• Provide regular feedback to Assistance Leadership team regarding call trends, issues or ideas

As the successful Travel Sales Consultant, you will be able to show:

Education/Qualification
• Completion of Year 12 secondary education
• Related industry certification (Certificate III/IV Telecommunications)
• Commitment to personal development and ongoing learning
 

Software Skills
• Basic to Intermediate computer literacy in Microsoft Outlook, Word, Excel with demonstrated ability to touch type
Skills
• Ability to problem solve and utilising lateral thinking
• Displays analytical skills when handling cases to effectively determine an appropriate outcome
• Ability to self-manage performance against business requirements
 

Communication
• Excellent interpersonal and communication skills to effectively manage all cases received over the telephone
• Display an awareness & understanding of cross cultural differences
• Demonstrates a calm and professional demeanour when placed in stressful situations

Initiative and motivation
• Excellent interpersonal and communication skills to effectively manage all cases received over the telephone
• Display an awareness & understanding of cross cultural differences
• Demonstrates a calm and professional demeanour when placed in stressful situations

Risk and Compliance
• Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes and training requirements.
• Report and escalate risk and compliance related concerns, issues and failures to management.

46569 | Customer Services & Claims | Entry Level | [[custPositionClusterCSB]] | Allianz Partners | Full-Time | Permanent

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