Stuart Mander Email & Phone Number

Melbourne, Victoria, Australia

As a Contact Centre Officer, this role will see you utilise your strong attention to detail andprofessional writing skills as you respond to customer queries via written correspondence. You willneed to clearly comprehend the customer's key issues and effectively personalise each response inorder to drive a satisfactory outcome and reduce repeat correspondence.

• Making outbound calls.• Meeting daily adherence and KPI’s.• Handling refusals of surveys.• Staying neutral when asking survey questions.• Following the script displayed on the screen accurately.• Accurate data capture.• Providing passionate customer service.• Using dimensions based system.• Working in a team to reach a goal.• Handling irate and difficult customers.• Active listening.• Building rapport.

• Taking inbound calls• Meeting daily adherence and KPI’s• Following troubleshooting steps in article for each call• Accurate data capture• Providing passionate customer service• Using a KANA based system• Providing accurate troubleshooting• Working in a team to reach a goal• Handling irate and difficult customers• Active listening• Building rapport

• Making cold outbound calls of B2B • Basic administration skills• Using a script then improvising• Professional written and verbal communication• Professional approach to work• Use of customer databases• Resilience and objection handling• Working in a team to meet a common goal• Use of MS Office Suite