- To provide exceptional customer service in every customer interaction (voice, chat, social media, email) with the ultimate aim of providing first call resolution
- Ensure all client enquiries are recorded into the system, confirming all contact details of the enquirer with 100% accuracy
- Manage customer service, recognizing that these are closely connected with the day-to-day customer experience
- Strive for first call resolution by providing exceptional service through the facilitation of ownership of the raised concern
- To bring up ongoing service issues and recommend solutions to the supervisors for further action
- To maintain an awareness of customer needs and potential service issues through customer contact, including escalated calls, emails and other customer contact channels.
- To support the sales team in the identification of and action on potential selling opportunities to generate revenue, taking appropriate follow-up actions to ensure that the customer needs are met.
- To ensure active promotion of products and services based on customer needs and the product options available
- To provide well-rounded, prompt, high-quality, and professional customer service at all times in the engagement with customers
- To work with other support teams as necessary to ensure that customers’ queries are clearly escalated to the correct teams for the required action and follow-up.
- To deal with all calls and enquiries politely, courteously, professionally and assertively
- To handle and resolve customer complaints within the procedures and guidelines provided
- To be open to new tasks that may arise due to changing business needs and market/product launches and promotions
- To provide first level technical support to help customers resolve problems related to Internet access (via broadband, Wi-Fi), Operating Systems, email clients; cabling, router setup and others (potentially will extend to support for Mobile Technical services at a later stage)
- To handle enquiries/feedback/issues of product and services in a timely and professional manner, ensuring that accurate information and advice are given to customer at all times
- To respond and follow up promptly on all customer requests via emails and provide timely responses to enhance quality customer experience
- To collect and channel feedback on customer issues, processes and service enhancement to Management as an ongoing process for striving towards service excellence
- To provide statistics and information on the nature of calls and the customers’ issues, especially when there are new promotions and product launches
Closed
Customer Care Consultant - Australia | Growing Team
Date Posted: 02-07-2018
Level: Mid Level
The purpose of this role is to provide a high level of Customer Service by acting as a liaison between consumers and the business, ensuring that all customers receive outstanding service. The Customer Care Consultant is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may involve but is not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues and queries regarding telecommunication products and services.
Responsibilities
Qualifications
- Candidate must possess at least an Associate or Bachelor’s/college Degree of any course
- Previous Telco/Broadband customer/client support experience is required
- Experience in Customer Service/Technical Service is required
- Excellent communication skills
- Self-motivated person with high learning aptitude, resourcefulness and demonstrating initiative
- Exceptional organizational, time management, and multitasking skills
- Excellent English written and oral communications
- Ability to balance independent and team orientated word
- Willing to work in Upper Mckinley West
- Willing to work in a shifting schedule
- Willing to work on a holiday/weekend shift
- Willing to be multi-skilled
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.