The role is responsible in analysing customer feedback alongside regularly communicating with customers over the phone to understand their experience in the retail stores.
Using the combination of written customer feedback and verbal communication with customers, the Customer Insights and Experience Officer will create reporting to analyse and highlight risk in the Retail ICT Channel.
The role is responsible for minimising risk of poor customer experience in the Retail ICT Channel.
Responsibilities
Reviewing customer feedback (NPS Surveys, Google Reviews, Complaints)
Proactively contacting customers over the phone regarding their experience in the Retail ICT channel
Identifying high risk team members
Providing reporting on the insights identified from customer feedback and customer communication
Accessing different Telstra and Vita system
Providing support with reviewing Telstra reporting, i.e. making sure the reporting is accurate, identifying inappropriate sales behaviours, etc.
Highlighting variation in reports
Identify and investigate big impacts from reporting, i.e. Stores / areas / regions that are high contributors.
Read, review and build reports
Prioritizing work based on priorities as indicated by leader
Develop and maintain positive relationships with internal stakeholders such as the Operations team and Support Centre teams
Keep up to date with Telstra’s latest offers and plans.
Identifying and investigating sales behaviour in the retail channel
Providing appropriate guidance and support to customers
Reviewing reports and investigating data in multiple Telstra and Vita systems
Time management
Attention to detail
Prioritising workload and tasks
Providing accurate advice to stakeholders
Qualifications
Candidate must possess at least a Bachelor’s/College Degree
At least three (3) years of relevant work experience in Customer Service
Preferably with Telstra and Telco experience with a background in complaints management & billing
Applies a constructive approach to solving problems with minimal management and supervision
Can work in a fast-paced environment dealing with difficult and irate customers
Provide prompt and professional client service at all times
Organized and systematic in handling multiple tasks
Excellent interpersonal and communication skills (verbal & written)
Self-motivated, accountable approach, combined with strong sense of teamwork
Must be able to type 40 WPM (adjusted speed) with consistent accuracy
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.
