Australian Voice Process

JOB ROLE : Australian Voice

LOCATION : Mumbai/Pune

SHIFT : Australian Shift

**JD-**
- Qualification - Graduate or under Graduate Degree in a relevant customer service field (preferred domain by Telecom/technical/Business and Financial Services) Or, Completed tertiary education in a relevant field from a recognized institution
- Language Proficiency - The agent must have excellent English-speaking skills with neutral accent, including a high fluency in reading, writing, speaking and the use of the English language.
- Computer Proficiency - An advanced general Microsoft Windows and computer skills, and accurate data entry abilities.

**Roles & Responsibility**:

- Excellent communication skills - written & oral
- Strong customer advocacy skills and understanding of customer interactions leading to successful customer outcomes.
- Responsible for the end to end activation or assurance of a Service
- Responsible for the completion of all work tasks within scope of function and queues and any remediation’s required to ensure the outcome is achieved.
- Identifies the problem by understanding its nature and its component parts and the relation between them.
- Ensure compliance adherence and timely completion of milestone
- Updating & keeping records of customer interactions, transactions, comments and complaints as per defined process guidelines
- Seek support and guidance if required
- Work collaboratively with teammates (external and internal to Supplier) to solve customer issues as quickly and as efficiently as possible.
- Effective communication with other business units to obtain the required information to successfully manage the Customers order
- Demonstrates resilience and flexibility to change
- We Care - Privacy & Protecting our customer - take all steps to protect customer’s privacy
- Sales Order Quality - get things right at First Time up front in order to reduce rework
- Answer customer enquiries to appropriate area when necessary.
- Meet prescribed customer service standards and performance objectives
- Effective communication on order status to Customers/Stakeholders
- Generates timely and well-developed solutions to addresses the problem.
- Escalating the dependencies to the relevant teams for any assistance
- Booking of appointments for customers
- Dispatching of equipment to customers
- Process customer requests (orders, provisioning, Post activations, assurance, billing)
- Learns and uses knowledge for business Innovation.

Challenge measures/processes for operational excellence

**Requirements**:
**JD-**
- Qualification - Graduate or under Graduate Degree in a relevant customer service field (preferred domain by Telecom/technical/Business and Financial Services) Or, Completed tertiary education in a relevant field from a recognized institution
- Language Proficiency - The agent must have excellent English-speaking skills with neutral accent, including a high fluency in reading, writing, speaking and the use of the English language.
- Computer Proficiency - An advanced general Microsoft Windows and computer skills, and accurate data entry abilities.

**Roles & Responsibility**:

- Excellent communication skills - written & oral
- Strong customer advocacy skills and understanding of customer interactions leading to successful customer outcomes.
- Responsible for the end to end activation or assurance of a Service
- Responsible for the completion of all work tasks within scope of function and queues and any remediation’s required to ensure the outcome is achieved.
- Identifies the problem by understanding its nature and its component parts and the relation between them.
- Ensure compliance adherence and timely completion of milestone
- Updating & keeping records of customer interactions, transactions, comments and complaints as per defined process guidelines
- Seek support and guidance if required
- Work collaboratively with teammates (external and internal to Supplier) to solve customer issues as quickly and as efficiently as possible.
- Effective communication with other business units to obtain the required information to successfully manage the Customers order
- Demonstrates resilience and flexibility to change
- We Care - Privacy & Protecting our customer - take all steps to protect customer’s privacy
- Sales Order Quality - get things right at First Time up front in order to reduce rework
- Answer customer enquiries to appropriate area when necessary.
- Meet prescribed customer service standards and performance objectives
- Effective communication on order status to Customers/Stakeholders
- Generates timely and well-developed solutions to addresses the problem.
- Escalating the dependencies to the relevant teams for any assistance
- Booking of appointments for customers
- Dispatching of equipment to customers
- Process customer requests (orders, provisioning, Post activations, assurance, billing)
- Learns and uses knowledge for business Innovation.

**Benefits**:

- Salary : Hike o