Customer Contact Centre Officer

Company Description

Who are we?

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavour to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Why work with TSA?

• Competitive Salary Package
• HMO coverage with free dependent
• Life Insurance Coverage
• We promote within the company! Look no further to take the next step in your careerAwesome
• R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
• Full time roles available
  
  
  

Job Description

The Customer Care Centre is responsible for delivering outstanding consumer experiences that are effortless and delightful. A Customer Contact Centre Officer plays a key role as the first point of contact for Electrolux Home Products consumers and customers.

A Typical Day Working within the Customer Care Centre is a fast paced and dynamic role, with a number of teams working together to provide our consumers and customers with outstanding experiences. While the focus of each team may differ (as outlined in the Customer Care Centre Capability Framework) every Customer Contact Centre Officer may expect to be responsible for and/or involved in the following on a typical day;

• Managing consumer and customer enquiries by telephone or electronically
• Providing prompt responses and resolutions to customer enquiries ensuring an effortless and delightful experience
• Handling and resolution of consumer and customer complaints from initial contact to finalisation
• Obtaining and evaluating all relevant information to handle enquiries and complaints
• Processing sales orders, forms, applications and requests
• Seeking assistance and / or escalation to the appropriate designate when required to enable the resolution of issues
• Following designated processes and procedures to complete workflow tasks using a range of systems
• Maintaining accurate records of customer interactions and transactions
• Recording relevant details of enquiries, comments and complaints
• Liaising with internal customers, partners, including distribution, factory, service, parts and field team members to delivery outstanding consumer experiences
• Efficient use of CRM and ERP systems
• Attending and participating in product, systems and site training as required.
• Working to a roster to meet the evolving business demands of a 7 day National Customer Care Centre
• Understanding relevant sectors of the Trade Practices Act, Consumer legislation and WHS Legislation
  
  
  

Qualifications

• At least 6 months contact centre experience handling Sales account
• Customer Focused - You understand and empathise with people and can apply your people and problem solving skills to reassuring customers
• A team player - You nurture and develop the relationships that implement innovation
• Growth focused - You love to explore new ideas and drive continuous improvement, not only to do your best work but to develop your capabilities and acquire new skills
• Energetic - Your enthusiasm is infectious and inspires and engages your colleagues and collaborators to achieve, deliver, be accountable and own their work. You’ll also have the stamina essential to delivering results in both the Classified as Internal short and long term
• A self-starter - You can work autonomously but will never be on your own, working proactively to identify the opportunities and implement the plan
• Results-driven - You aim to fix any issue the first time, following up as needed to reach a resolution that satisfies the customer
• Organised - You set the pace and the priorities, and then you bring a methodical approach to meeting your goals
• A problem-solver - You see challenge as opportunity
• Focused - You appreciate & understand process and (project) goals
• Flexible - You can manage changing priorities with ease
  
  
  

Click "I'm Interested" to apply!

Additional Information

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Philippines Office Address

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300