Executive Tech Support

• 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