Chloe Baxter Email & Phone Number

Ballarat, Victoria, Australia

Ballarat, Victoria, Australia

Ballarat, Australia

•Handling inbound web based and unsolicited mail enquiries from colleagues and customers.•Reading and responding to customer inquiries related to billing, service and pricing.•Resolving administrative and billing issues.•Payment discrepancies and act in accordance with existing escalation procedures.•Entering data accurately onto computerised database and Excel spreadsheets.•Locate and correct data entry errors.•Maintain filing systems to enable documents to be referenced and updated easily.•Scanning and copying contracts, notes and other sensitive documents.•Maintain and complete accurate customer notes database/records and other administrative Office duties.•Compiling, categorizing, calculating and auditing data.•Self Management•Stationary Ordering•Payment processing and arrangements•Drop Box Management•Assist customers with numerous inquiries from a diverse customer base including business and residential customers.•Assist approximately 50-100 customers via an inbound call queue on a daily basis in a busy fast paced Telecommunication Call Centre.•Assist with escalations as a Senior Call Centre Agent.•Mentor new Customer Service Representatives both inbound and outbound, on-shore and off-shore and provide honest constructive feedback via relevant medium.•Provide immediate coaching on errors and escalations to help resolve issues.•Resolve 96% of customer’s enquiries, requests and problems on first contact and/or refer to appropriate department.•Diffuse irate calls, escalate and communicate customer issues to appropriate personnel/departments.•Work with tech support department and provide support on call centre technology issues with appropriate personnel.•Investigate and resolve customer complaints/inquiries/requests in a prompt, effective, and professional manner