Job Description

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Contact Centre Consultant

Advertiser: NBN Co3.0732 out of 53.1 overall rating (355 employee reviews) More jobs from this company

Job Information

Job Listing Date
12 Jan 2021
Location
Gold Coast
Work Type
Full Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Contact Centre Consultant

 

A bit about your role

Ever wondered what it would be like to join a leader in the telecommunications industry? Are you looking for a full time or part-time role to provide you with work life balance?

As the face of nbn you will be the first point of contact for all our external customers. This role is suited to someone with high energy, who is passionate about their work and wants to make a positive impact in their role.

A large component of this role will have you answering queries in a professional and courteous manner. You will walk the line of ensuring our customers are heard and provided with positive and effective feedback, whilst maintaining a positive brand image.

The ability to handle yourself under pressure will be invaluable as the anticipated outcome is to handle each interaction in an operationally time efficient manner, ensuring problem resolution.

Please note this is a 12 Month Max Term role.

 

You will be responsible for, but not limited to the following:

  • The delivery of a positive, outcomes-focused customer service experience by identifying and addressing needs in a professional friendly manner

  • Ensuring customer queries are acknowledged and answered

  • Providing quality professional service delivery to all inbound/call back/outbound customers in alignment to Quality Service Delivery Standards using first call resolution (FCR) where possible

  • Contributing proactively to team building and knowledge sharing, continuous improvement processes and procedures

  • Communicating in a professional, effective, and respectful manner exercising call control to build rapport and establish specific needs

  • Using a range of business specific telephone and computer technologies to source, input, log, access, and interpret data

 

A bit about you

A key attribute that you will bring to this role is your experience in engaging with external stakeholders ensuring that you deliver the customer service while upholding nbn brand image in a positive light. Strong written and verbal communication skills will be absolutely essential to this role.

Ideally, your resume will demonstrate proven experience in a customer feedback or escalations handling environment. You will have a focus on process improvement such as doing things more efficiently with the same resources. In addition, your drive and passion to generate results, while maintaining an energetic and engaging working environment, will be highly beneficial. Experience in a contact centre role is not mandatory.

You should also be comfortable with change – nbn is a fast-moving organization with a lot of change and new challenges every day. We think it’s great but understand it’s not for everyone.

 

Life at nbn

nbn is committed to an inclusive, flexible and supportive workplace. We strive to ensure that any barriers that may exist are removed to allow everyone equal opportunity to thrive and succeed, regardless of factors such as gender, those who identify as First Peoples, LGBTI+ status, cultural background or disability. We actively focus on encouraging diversity and ensuring that all our people have fair opportunity to reach their career aspirations and potential.

 

Continue the conversation

If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.

nbn is a fast-moving organisation with lots to deliver - so we may not always wait until the job ad expires before reviewing applications. As a result, you should submit your application as soon as possible!

At nbn our people and our planet matter. We have an unwavering commitment to the wellbeing and safety of our employees so that everyone goes home safely each day and can perform at their peak to deliver the nbn™ network.  nbn also aims to build a network that minimises energy use and can be operated with minimal impact on the environment.

 

A bit about your role

Ever wondered what it would be like to join a leader in the telecommunications industry? Are you looking for a full time or part-time role to provide you with work life balance?

As the face of nbn you will be the first point of contact for all our external customers. This role is suited to someone with high energy, who is passionate about their work and wants to make a positive impact in their role.

A large component of this role will have you answering queries in a professional and courteous manner. You will walk the line of ensuring our customers are heard and provided with positive and effective feedback, whilst maintaining a positive brand image.

The ability to handle yourself under pressure will be invaluable as the anticipated outcome is to handle each interaction in an operationally time efficient manner, ensuring problem resolution.

Please note this is a 12 Month Max Term role.

 

You will be responsible for, but not limited to the following:

  • The delivery of a positive, outcomes-focused customer service experience by identifying and addressing needs in a professional friendly manner

  • Ensuring customer queries are acknowledged and answered

  • Providing quality professional service delivery to all inbound/call back/outbound customers in alignment to Quality Service Delivery Standards using first call resolution (FCR) where possible

  • Contributing proactively to team building and knowledge sharing, continuous improvement processes and procedures

  • Communicating in a professional, effective, and respectful manner exercising call control to build rapport and establish specific needs

  • Using a range of business specific telephone and computer technologies to source, input, log, access, and interpret data

 

A bit about you

A key attribute that you will bring to this role is your experience in engaging with external stakeholders ensuring that you deliver the customer service while upholding nbn brand image in a positive light. Strong written and verbal communication skills will be absolutely essential to this role.

Ideally, your resume will demonstrate proven experience in a customer feedback or escalations handling environment. You will have a focus on process improvement such as doing things more efficiently with the same resources. In addition, your drive and passion to generate results, while maintaining an energetic and engaging working environment, will be highly beneficial. Experience in a contact centre role is not mandatory.

You should also be comfortable with change – nbn is a fast-moving organization with a lot of change and new challenges every day. We think it’s great but understand it’s not for everyone.

 

Life at nbn

nbn is committed to an inclusive, flexible and supportive workplace. We strive to ensure that any barriers that may exist are removed to allow everyone equal opportunity to thrive and succeed, regardless of factors such as gender, those who identify as First Peoples, LGBTI+ status, cultural background or disability. We actively focus on encouraging diversity and ensuring that all our people have fair opportunity to reach their career aspirations and potential.

 

Continue the conversation

If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.

nbn is a fast-moving organisation with lots to deliver - so we may not always wait until the job ad expires before reviewing applications. As a result, you should submit your application as soon as possible!

At nbn our people and our planet matter. We have an unwavering commitment to the wellbeing and safety of our employees so that everyone goes home safely each day and can perform at their peak to deliver the nbn™ network.  nbn also aims to build a network that minimises energy use and can be operated with minimal impact on the environment.

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