Executive Tech Support

Job Description

As a customer service consultant, you utilise your knowledge of the client's processes and systems to support the activation of customer services and efficiently remediate issues and problems that may arise during the order lifecycle to minimise impact to customers. About the Role: Apply knowledge of the client's processes and systems to independently manage a customers order throughout its life cycle, whilst keeping the customer informed of progress through call & message channels. Coordinate with supply chain department to initiate dispatch of devices in a timely manner and ensure activation of these devices prior to delivery at the customers premises. Demonstrate strong verbal communication skills when contacting customers about expected delivery times, changes to delivery schedules and following up on device returns. Ability to flex across multiple areas of the order management process in response to changes in demand and manage multiple queues concurrently to ensure orders are processed in a timely manner. Managing incoming requests from other departments through call and email channels, being able to respond effectively with clear and concise communication. Able to support our onshore staff to manage overflow calls from our customers during peak times and weekends. Utilise documented processes and work instructions to efficiently navigate across multiple Telstra systems whilst processing orders, identifying, and communicating opportunities to enhance processes and procedures where applicable. Successfully complete of all mandatory learning and training to maintain and apply the necessary skills and knowledge required to provide current information and accurate advice to customers in line with legal & regulatory requirements Comply with HSE policies and standards to role model safe and responsible behaviours, minimise risks and demonstrate a commitment to your own safety and the safety of others Utilize knowledge of client processes and systems to manage the full order lifecycle and support the activation of customer services. Independently manage a customer's order, ensuring progress updates are provided via call and message channels . Coordinate with the supply chain department to ensure timely dispatch of devices and activation before delivery to the customer's premises. Demonstrate strong verbal communication skills when communicating with customers about: Expected delivery times Changes to delivery schedules Device returns follow-up Adapt across multiple areas of the order management process in response to changes in demand, managing multiple queues concurrently . Respond to incoming requests from various departments via call and email with clear, concise communication. Support onshore staff by managing overflow calls during peak times and weekends. Use documented processes and work instructions to navigate Telstra systems efficiently while processing orders. Identify opportunities to enhance processes and procedures and communicate these to improve the customer experience. Complete all mandatory learning and training to maintain required skills and knowledge, ensuring accurate advice and compliance with legal and regulatory requirements . Adhere to HSE policies and role-model safe and responsible behaviors , promoting safety for yourself and others. Skills Required Strong written and verbal communication skills . Ability to work autonomously , demonstrating high levels of self-discipline . Previous call center or customer management experience is highly desirable. Proficiency in the effective use of relevant systems to access information and provide solutions for customers. Excellent time management skills , with the ability to meet performance targets. Tech-savvy , with the ability to navigate through multiple systems and applications. Troubleshooting skills to effectively resolve customer issues and queries. Ability to multitask effectively while on the phone with customers. Strong note capturing and typing skills . Key Competencies Time Management Customer Service Multitasking Communication Call Center Experience