In this exciting opportunity you will use your developed negotiation and resolution skills for case management and resolving complex customer issues (as referred to you by customer care agents). A key part of this role is to liaise with other departments and business stakeholders, while keeping the customer informed until a mutually agreed resolution is reached. Your ability to calmly resolve complex queries by discovering and understanding the core problem and provide tailored and fair outcomes that promote brand advocacy will set you up for success in this position. 

If you are successful in the interview process the start date will be the 28th April 2025. Please also note that this role will be run on a roster basis. You will be required to be available from Monday to Sunday, with occasional and rotating weekend shifts.

Responsibilities

• Exercise independent judgement and provide effective communication in accordance with company policy and procedures with the aim of providing mutually satisfactory final resolutions to escalated customer queries
• Provide quality and accurate information when handling customer enquiries including concise notes of customer contact
• Take ownership and keep the customer informed of the progress of resolution efforts within the required time frames and ensure follow up
• Use appropriate systems and support tools in providing consistent customer solutions and experience
• Identify customer needs and promote relevant products and services to suit those needs
• Effectively liaise with other areas of the business and key stakeholders
• Escalate trending complaints
• Achieve individual targets in line with KPI requirements
• Display a commitment to self-improvement and continual learning
• Display resilience and ability to work in a high volume, fast paced environment with a positive outlook on continual change.

Knowledge and experience

• Contact centre experience and / or telecommunications experience is preferred
• Proven attention to detail, excellent communication skills, and a strong customer resolution focus
• The ability to think outside the box providing creative solutions
• Excellent relationship management skills with the ability to build rapport quickly
• Self-starter with the ability to manage and prioritise own workload in a timely manner
• Ability to effectively engage multiple stakeholders to source resolutions for customers
• Strong Microsoft Office skills
• Excellent verbal and written communication skills
• Empathetic in manner, able to accurately identify customer needs and provide appropriate information or resolutions which balance both business and customer’s needs
• Able to relate effectively with others regardless of age, gender, cultural background with an awareness of own impact on others.