Job Summary

  • Company
    Diversify Intelligent Staffing Solutions Inc
  • Location
    Metro Manila / NCR
  • Job Type
    Full Time, Employee
  • Job Category:
    Customer Service/Call Centre/BPO
  • Occupations:
    Customer Service Executive
  • Industries
    ITES/BPO
Customer Complaints Representative (Telstra)
POSITION OVERVIEW



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.

GENERAL 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

POSITION REQUIREMENTS



• 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

 
About Company

Diversify Offshore Staffing Solutions is an Australian owned company, working with medium, large and listed businesses in Australia, the US, Canada, and New Zealand to provide access to digitally-empowered global workforces in the Philippines.

We were born from a desire to empower organisations through cost effective, sustainable workforce solutions. We know that businesses who capitalise on a strategic offshoring solution are better equipped to scale up their operations, expand their capabilities, engage talent they may not have had access to before, and allow local employees to focus on growth related activities.

Our Vision

To inspire organisations to think globally, act globally and embrace the digital revolution by engaging flexible global workforces to grow and empower their business.

Diversify leverages the global marketplace to deliver strategic business solutions that drive growth and efficiency. We aspire to lead organisations to consider their workforce development differently by thinking outside the box of traditional approaches to growth and operational efficiency.