Pamela Burns Email and Phone Number

Safety administrator Rail

Starting a new and exciting role in November 2020...

Working at iiNet’s Customer Service Centre, Subiaco, WA, in my role I am responsible for the following;• Level 1 Helpdesk Support where I am responsible for receiving telephone and email enquiries, as well as responding to assigned social media enquiries. Enquires include;o New Sign-ups, Relocations and Cancellations for Residential services including, ADSL, Naked DSL, Mobile Voice, Mobile Broadband and IPTV services.o Level 1 Setup and Troubleshooting for all of the above services, as well as, NBN, Satellite and Email services• Level 2 Helpdesk support for IPTV, which included providing advice and support to Level 1 Helpdesk staff, IPTV signups, setups, cancellations and hardware replacement and returns.• Billing Support enquiries, such as receiving payments, assisting customers in understanding their invoices, troubleshooting billing disputes, actioning any relevant credits associated with downtime, relocations, faults or incorrect charges.• Supporting Senior Customer Service Reps and my Customer Service Manager in investigating and responding to negative customer service feedback responses. Also, at times, receiving escalated billing enquiries and support calls.A key achievement of my role with iiNet has been my time on secondment in Adelaide in August of 2014.As part of iiNet’s acquisition of Adam Internet, I joined a team that supported Adam Internet’s transition into the iiNet Group. I was responsible for working directly with two customer service teams in enhancing their customer delivery performance. This included;• Undertaking Call audits and providing coaching• One-on-one support to Customer Services Reps in skills such as call control methods and conflict resolution,• Advice on iiNet’s billing systems and other tools and resources available to CSR’s to effectively and efficiently increase their personal customer service delivery.