David Clark Email & Phone Number

Melbourne, Victoria, Australia

• Act as first point of contact for faults & queries for stores & all employees• Conduct initial troubleshooting and be able to source appropriate information to enable successful troubleshooting and effective referral of faults to fixer groups• Apply fast, effective and efficient customer focused solutions to customer service difficulties • Liaise with appropriate fixer groups to ensure faults are managed to a high-quality standard• Logging & liaising of faults to appropriate third parties to facilitate timely resolution of customer faults

Australia

• A universal expert with not one specialised skill. Effectively monitor, moderate and engage with customer via digital platforms and voice. • Service • Sales Sales Support • Financial Services • Technical Support• Strong verbal and written communication skills• Demonstrate a proven ability to exercise initiative and consider all angles when resolving aproblem• Can grasp new concepts quickly and efficiently• Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.• Take ownership and manage customer escalated enquiries through to resolution.• Offers solutions that are tailored to individual circumstances that customers may experience as a result of financial hardship.• Provide a long- term resolution by ensuring all acknowledged issues are resolved and the customer has been retained, while balancing both the needs of the business and the customer.• Provide options and discuss the benefits of Optus products and services to the customer.• Build sustainable relationships of trust through open and interactive communication.• Understand current situation and business needs.• Managing realistic debt collection commitments including outbound calls being made to customers• Maintaining a positive and rational perspective considering high volumes of stressful and difficultsituations.

Melbourne, Australia

• Responsible for service assurance and customer service provisions• Act as first point of contact for faults, ensuring consistent customer service via adherence to processes and procedures• Successful management of a fault to resolution• Conduct initial troubleshooting and be able to source appropriate information to enable successful troubleshooting and effective referral of faults to fixer groups• Apply fast, effective and efficient customer focused solutions to customer service difficulties • Liaise with appropriate fixer groups to ensure faults are managed to a high-quality standard• Provide high level customer service whilst diagnosing, testing, and resolving customer service difficulties within agreed time frames• Effective communication on the progress of fault resolution actions, or resolution strategy• Ensure appropriate level of service is being provided in line with agreed SLA time frame• Protect revenue by reporting outages, identifying trends, and avoiding incorrect field calls• Identification and escalation of network and hardware issues• Logging & liaising of faults to appropriate third parties to facilitate timely resolution of customer faults• Continual streamlining of internal processes and ensuring relevant, adequate documentation exists• Maintain an up-to-date knowledge of systems required for fault diagnosis, troubleshooting, and trouble ticket logging• Coach on correct use of systems, processes and procedures• Identify issues for escalation via the escalation process flow• Maintain an up to date knowledge of all administrative SLA time frames• Responsible for ongoing liaison and relationship building with key stakeholders• Ensuring all processes and procedures are adhered to, documented and available online• Monitor workloads ensuring assigned tasks are carried out within agreed time frames• Continuous monitoring and action of relevant drop boxes• Negotiate procedural changes with key stakeholders for ongoing support

• Perform end to end follow-up through fault management and technical troubleshooting fault reports• Provide customer contact for fault rectification confirmation, obtaining additional information in relation to a fault• Add a greater depth of technical troubleshooting to the fault life-cycle for complex & repeat fault• Sole responsibility for customer touch points & expectation management once issues reported through to resolution • Prioritise follow-up & confirmation commitments to meet high-value severely impacted customers, balancing the contact method to suit both the customers & businesses changing needs• Facilitate the timely delivery of commitments to the customer & third-party contractors• Co-operative testing with technicians in the field to assist in root cause fault identification & rectification, representing the company on behalf of the customer holding 3rd party vendors to deliver timely resolution• Required to meet daily/monthly/yearly targets• Handles technical support tickets and associated activities • Handling of irate/difficult customers at times• Timely escalation and trending of complex & repeat faults• Converse with team members, internal & external stakeholders daily• Provide excellent customer experience• Provide first contact resolution or commit to follow up further with a customer if the matter has not been resolved upon first outbound contact• Identification and escalation of network & hardware issues• Provide insight to internal & external customers on products and services• Fast effective, accurate and customer focused solutions to customer’s service difficulties• Maintain a high level of competency across specialised tasks and processing functions• Assist in development and maintenance of new processes and procedures

• Recognised as a Subject Matter Expert in all HFC products• Maintain an up to date knowledge of Optus' products and related technical issues• Facilitate the flow of information between HFC and other internal stakeholders• Training & fish-bowling new staff members to provide guidance & expertise• Coaching staff members via 1-on-1 double jacking & quality• Provide an excellent level of customer service whilst diagnosing, testing and resolving customer service difficulties within agreed timeframes• Effective escalation and trending of network and repeat faults• Provide detailed information to both internal and external stakeholders on Optus' products and services• Liaise with various fixer groups related to the Optus' products supported• Work co-operatively with team members to achieve centre and company objectives• Achieve maximum customer satisfaction in line with Optus Customer Service standards Minimise the resolution time for customer problems• Provide assistance to TL & other workgroups (e.g. CRG) with follow-ups or detailed call backs