Customer Service Agent - Level 1

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Job Description

YOMOJO Customer Service (Level 1)

A bit of a low down…

We are seeking an experienced Customer Service Representative with an energetic 'can do' attitude to be a part of our dynamic customer service team.

Your main focus will be to continually exceed our customer expectations, strive for service excellence and provide high levels of customer service for our valued clients.

About You

We are seeking applications from people who thrive on delivering total customer satisfaction, and who can demonstrate sustained success in an online customer service environment.

Your Responsibilities Will Include But Is Not Limited To

• Providing Australian mobile customers with an amazing customer experience through Voice, Chat and Email Channels.
• Helping in acquiring new mobile customers for the continuing growth of the company
• Assisting new customers in signups, processing their SIM orders, and providing updates
• Troubleshooting basic network and handset issues
• Working with and abiding by the Team Leaders in achieving team goals
• Striving to become a consumer champion
  
  

To be successful in this role you will ideally possess:

• Customer service and technical support experience
• Australian mobile telco background
• Australian accounts and TIO complaint-handling experience is a big advantage
• Knowledge about various mobile phone manufacturers, models, and operating systems
• Some exposure to sales and collections interactions
• Excellent written English skills
• Fast and accurate typing skills (At least 60 words per minute)
• Strong organisational skills and attention to detail
• Ability to work pro-actively and without direct supervision
• Ability to follow instructions
• Work well under pressure
• Problem analysis and solving skills, soft skills, and strong interpersonal and communication skills
• Ability to think outside the box (creativity & innovation)
• Negotiation skills
• Customer-focused
• Relationship building
  
  

Nature And Scope

As a Customer Service Representative, the primary responsibility of the role is to effectively identify and satisfy customer needs regarding their orders or mobile service. Acting as an extension of the firm’s brand and core values, this task is accomplished by treating each customer in a courteous manner, greeting them and answering every question in a pleasant and efficient manner.

The job holder will be responsible for engaging with customers regarding their mobile service.

The job holder will also be expected to abide by the procedures, policies and KPIs implemented by the Mobile Customer Service team leadership.

The job holder will also be expected to be responsible for his/her stats, attendance, punctuality, and overall professionalism.

The job holder’s principal challenge is to provide an exceptional customer service experience to our customers and strive to become consumer champions.

This role calls for flexibility as the customer service operation currently runs from 8:00am-8:00pm Australia time Monday-Saturday. The job holder will be rotated on different shifts including rest days.

Principal Accountabilities

The Mobile Customer Service Representative carries responsibility for ensuring an exceptional customer service experience, ensuring a win-win resolution for every customer interaction handled, and communicating and building a strong relationship between the company and its customers. As part of their key responsibilities, the Customer Service Representative must also submit to his/her Customer Service team leaders.

• First-time resolution whilst ensuring performance and quality
• Ownership and stepping into the customer’s shoes to provide highly satisfactory resolutions
• Seek a win-win resolution in every case, wherein the company and the customer are both favoured by the resolution.
• Strive to achieve both team and individual target goals
• Work cooperatively with fellow Customer Service Representatives to maintain a healthy and happy work environment
• Promote the company to acquire more customers
• Raise feedback that may contribute to the team, company and customers.
• Have the ability to work in an ever changing and fast paced environment.
  
  

Join the A-Team and experience the A-Life!