Customer Service Officer

Ready to Make an Impact in Telecommunications? Join Moose Technology

Moose Technology Private Limited is a dedicated team providing high-quality customer support and comprehensive administrative solutions to Swoop a fast-growing, innovative telecommunications company dedicated to Connecting People and Improving Lives. Swoop is a leading fixed wireless provider and has one of Australia's largest wireless footprints and coverage area. Our world-class network is designed and scaled to deliver ultra-reliable, high throughput, flexible network services, with industry leading delivery times. We handle a wide range of customer inquiries, resolve technical issues, and manage essential back-office functions to ensure smooth operations and customer satisfaction. Our commitment to excellence has made us a trusted partner for reliable customer service and efficient administrative support.

Priding ourselves on fostering a collaborative work environment, driven by creativity and a commitment to excellence.

Our core values – Customer Delighters, Excellence Mavericks, Collaboration Champions, Integrity Warriors and Lifelong Learners – drive us to excel. We are committed to fostering an inclusive and supportive work environment, where every voice is heard and valued.

Ready to Elevate Your Career? Become Customer Service Officer at Moose Technology

Under moderate supervision, the Customer Service Officer is responsible for providing excellent customer service to the Company's customers by assisting them in resolving their queries, requests and any concerns related to the product we supply them via phone-based contact channels as well as other contact channels. The role is responsible for responding to general account queries, troubleshooting service issues, escalating technical issues to relevant departments with appropriate data, and assisting customers through the online sales process.

Responsibilities

Operating to our company values of:

• We own it and we solve it.
• We innovate.
• We are respectful, transparent and direct.
• We make it easy for our customers.
• We are one great Team.

• We succeed, fail and grow together.

• Performing your duties within the service levels as set by the company.

• Answering incoming calls, email/ticket enquiries and other customer enquiries from the support queues as directed.
• Following up on customer requests who have ongoing ticketed issues throughout your workday, working from the oldest created tickets as best practice.
• Providing updates to customers, even if there is no change in updates and attempting to resolve their ongoing issue where possible.
• Making outbound calls as appropriate and as directed to update customers, provide troubleshooting support and resolution responses.
• Offering an excellent customer service experience at every interaction with our customers.
• Managing customer expectations of their service and communicating effectively during the troubleshooting process.
• Logging faults with wholesale partners while interacting with customers to ensure their faults are resolved in a timely manner.
• Provide information about the products we offer and provide guidance to assist customers to complete the online sales process.

Position Description

·      Recording clear, concise, and complete notes in the relevant system at every customer interaction. Notes regarding your interactions with customers are considered legal documents and must be of a high professional standard.

·      Following walkthroughs, guides, and templates to ensure customers' issues are resolved in a timely manner.

·      Asking our customers for feedback and online reviews at every possible opportunity.

·      Escalating more complex customer issues to the appropriate team by accurately logging and recording all relevant information using templated data points.

·      Following company start-of-day and end-of-day processes.

·      Any other tasks as required to support the provision of service to our customers

Personal Attributes

·      Taking pride in resolving customer issues at the first point of contact whenever possible.

·      Developing effective working relationships with all staff employed by Swoop.

·      Always contributes to good morale within the Team.

·      Ensuring that your knowledge of internal systems and devices remains current to assist in proactively troubleshooting and escalating issues.

·      Manages personal health, safety and wellbeing.

Qualifications/Experience

·      Previous experience working in a customer service role and ideally in a similar industry would be preferred but not essential.

·      Previous experience providing customer support in a call centre setting is required.

·      Proven track history in providing excellent customer experiences.

·      Experience in using Customer Management Systems preferred.

·      A general interest in using IT/internet-based technology with a natural inclination towards self-support when using systems.

·      Proficient in using MS Office suite of products and experience in using ticketing systems and customer management systems.

·      Advanced attention to detail and accuracy skills.

·      Strong verbal and written communications and presentation skills.

·      Strong ability to drive for results and focus on outcomes.

·      Strong ability to work autonomously, show initiative and be proactive.

·      Strong computer skills and confidence in learning new technical skills.

General Requirements

You will be required to participate in a rotating roster to ensure optimal coverage of the phone and ticket queues, including weekends, early morning shifts and public holidays