~ Answer inbound calls with the correct introduction to the National Broadband Network~ Inbound calls from End User’s (EUs) with general or topic-specific enquiries~ Inbound calls from Retail Service Providers (RSPs) relating to Service Portal lodgments~ Accurate and efficient alpha-numeric data entry~ Create, or locate, a “Contact Card” for each caller, and raise a ‘Case’ or ‘Log a Call’ based on the enquiry~ Proficient navigation of multiple computer systems, and utilisation of dual monitors~ Follow the correct ‘Procedure’ document related to the enquiry~ Offer the Customer Satisfaction Survey (C-SAT) at the completion of each call~ Met all Key Point Indicators (KPIs) outlined by the National Broadband Network

Sales Support Specialist~ Answer inbound calls with the correct introduction to Foxtel~ Inbound calls from the public with pre-installation or appointment-related enquiries~ Inbound calls from Kiosk Sales Representative~ Accurate and efficient alpha-numeric data entry~ Access customer accounts by completing the “Identification” procedure~ Met all Key Point Indicators (KPIs) outlined by FoxtelInbound Telesales (Overflow)~ Answer inbound calls with the correct introduction to Foxtel~ Inbound calls from the public wanting to sign up for a subscription or enquire about Foxtel products~ Build rapport with the customer, generate excitement about the product/s, and process their subscription~ Accurate and efficient alpha-numeric data entry skills~ Read the Final Declaration script to the customer, and obtain a declaration from the customer agreeing to the Terms and Conditions

~ Australian Public Servant Level 3 (APS3) equivalent~ Answer inbound calls with the correct introduction; specified by the Australian Taxation Office~ Inbound calls from the public or tax agents regarding ‘Individual’, ‘Business’ or ‘Debt' enquiries~ Access client accounts by completing a “Proof of Identity” procedure that was in accordance to the Privacy Act 1988~ Organise payment arrangements for ‘Individual’ and ‘Business’ clients with debts under $250,000.00~ Remit General Interest Charges (GIC) up to $10,000.00~ Remit Failure to Lodge charged (FTL) on any required tax lodgment (ie: Income Tax Return, BAS) ~ Accurate and efficient alpha-numeric data entry skills~ Meet all Key Point Indicators (KPIs) outlined by Serco/ATO

Quality Assurance Representative~ Out-bound calls to clients to confirm attendance to a Club-Preview and/or Mini Vacation (holiday)~ Process confirmations, cancellations and reschedules for Club-Previews and/or Mini Vacations through the in-house computer programs~ Accurate and efficient alpha-numeric and data entry skills~ Organise refund requests made by clients~ Accurate and efficient alpha-numeric data entry skills~ Internal transfers to other members of the Quality Assurance teamCall Centre Representative – Appointment Re-setter~ Out-bound ‘follow up’ calls to clients that had missed a timeshare Club-Preview~ Data enter the new bookings into the computer data-base~ Accurate and efficient alpha-numeric data entry skills~ Keep an accurate record of bookings made on the allocation sheet