Customer Service Sme

7 days ago

Bengaluru Karnataka, India Telstra Full time

Employment Type

Permanent

Closing Date

23 Sept 2024 11:59pm

Job Title

Customer Service SME

Job Summary

As a Customer Service SME you use your expertise across a range of products, services, systems and processes to deliver a great customer experience. You do this by directly working on complex issues and by supporting and building capability in other customer service team members.

Job Description

As a Customer Service SME you use your expertise across a range of products, services, systems and processes to deliver a great customer experience. You do this by directly working on complex issues and by supporting and building capability in other customer service team members.

This is how you'll bring the purpose of your role to life:

- Provide expert knowledge to staff on products, services, processes and systems to help resolve queries and build team capability.
- Contribute significantly to formal development of new staff on products, services, systems and processes.
- Provide expertise, analysis and guidance to staff in the resolution of complex or escalated customer complaints and/or issues arising on the job.
- Assist with Root Cause Analysis on Fallouts/Fulfilment Failed/Rejected Orders - presenting business proposals based on findings.
- Contribute to development, maintenance and continuous improvement of tracking and reporting frameworks
- Assist with ongoing reviews of business and IT processes and systems to ensure the company’s evolving operational objectives are met.
- Significantly contribute to identification, discussion and facilitation to resolve issues and blockers and progress improvement ideas with the industry partners and ITO stakeholders to ensure continuous improvement, and development of agents is undertaken.
- Lead or significantly contribute to new process & product update communications to team/centre.
- Model continuous learning by staying up to date with new products, services, processes and technology, use this to coach and mentor less experienced team members.
- Demonstrate personal responsibility for meeting Telstra HSE requirements in relation to yourself and those you work with.

You’re available to support our customers 24/7, so you will need to be able to work on a rotating roster including scheduled days off.

The role will be 100% work from office with some capability to work from home considered in the future.

Skills:
Active Listening

Analytical Thinking

Business Writing

Coaching

Collaboration

Creativity

Facilitation

Mentorship

Negotiation

Problem Solving

Process Design

Process Improvement

Root Cause Analysis (RCA)

Stakeholder Management

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