Assisting Telstra customers in resolving issues with internet and landline faults across both HFC and copper technology types.Using questioning techniques to identify customer needs and resolve technical issues.Accurately documenting and submitting fault reports and repairs for customers.Handling high volumes of calls and LiveChats in a professional manner.Tracking and documenting resolutions and escalating urgent situations.Complying with Telstra's business principles, values, code of conduct, policies, and procedures

Technical Support Consultant (Inbound Calls & Live Chat) Duties:Assist customers with integrating and connecting various hardware, devices and internet connections. Handling high volumes of calls and LiveChats in a professional manner. Identify customer needs and resolve technical issues through questioning techniques.Troubleshoot technical issues and simplify technical language for customers.Install and repair software and provide basic training over the phone.Track and document resolutions, escalate urgent situations. Manage customer enquiries and complaints professionally. Comply with Telstra's business principles, values, code of conduct, policies and procedures.Telstra Quality Assurance Duties: Analyzes incident data, emails, voice clips and surveys to identify service delivery issues in the Call Centre.Provides timely feedback to Call Centre leadership and Quality Manager.Conducts coaching sessions to improve service quality.Assesses practices and procedures for process improvement opportunities.Analyses trends and patterns using Call Centre tools.Collaborates with Quality team members to streamline processes and enhance service delivery. Develops and delivers LiveChat training and work instructions. Creates and implements process documents and work instructions.

Retail Store Manager Duties: Completes store operational requirements by scheduling and assigning employees and following up on work results.Maintains store staff job results through coaching, counseling, and disciplining employees, as well as planning, monitoring, and appraising job results.Identifies current and future customer requirements by establishing rapport with customers and others who understand service requirements.Ensures availability of merchandise and services and maintains inventories.Provides a safe and clean store environment to protect employees and customers.Determines marketing strategy changes by reviewing operating and financial statements and departmental sales records.Maintains professional and technical knowledge through attending workshops and reviewing publications.Maintains operations through enforcing policies and procedures.Contributes to team effort by accomplishing related results.Performs stock ordering, control, invoicing, and customer orders.Photo Lab Technician Duties: Operated photo printing machines and maintained lab inventory.Maintained Photo printing machine, photographic camera and lab area. Processed and completed photographic film for motionless and motion pictures. Created prints and enlarged photos from negatives.Created Photo Canvas, Photo Books and Poster Prints.

Handles inbound customer sales and service contacts, exploring and closing sales opportunities on every call.Initiates customer contact using client-provided customer lists and call guides according to campaign requirements.Identifies customer needs through questioning techniques and provides product/service information to facilitate an appropriate decision.Enters accurate customer information into core Telstra systems to issue/activate work orders, following established instructions.Determines request status and assists with product/service delivery by liaising with appropriate areas.Complies with Telstra Business Principles, Values, Code of Conduct, and policies and procedures.Establishes and maintains effective relationships with internal and external stakeholders to achieve business objectives.Completed Certificate III Customer Contact.