Address Date: Jan 10, 2024
Company:
Location: Melbourne, AU, 03072
n/a
POSITION DESCRIPTION
HR-055-05-PRODUCT DESCRIPTION
Position Title: Contact Centre Operator
Department:
Contact Centre
Location:
Preston, Melbourne
Reports to:
Contact Centre Team Leader
Direct Reports:
N/A
Key Clients & Stakeholders:
Client organisation
Merchants
Field Technicians
Contact Centre Leadership & Teams
Operations Support Hub, Account Managers, SDMs and Project Managers
Purpose:
Delivery of 24/7 support for Client contract.
To complete additional Client support activities as directed by Team Leader or Shift Lead.
To provide consistent high quality service delivery, ensuring service levels are achieved as per contractual obligations.
To build positive relationships with Contact Centre peers and stakeholders
Areas of Responsibility:
24/7 delivery of Client support services; including but not limited to Merchant Support, Field Tech support, Terminal Moves & Changes
Delivery of team and individual KPIs as directed by Team Leader or Shift Lead.
Adherence to team rostering schedule.
In collaboration with Team Leader, manage personal development goals.
Foster collaboration and One Team approach across Contact Centre
Support business change initiatives, collaborating wherever possible
Competencies, skills and Experience:
Competencies:
Customer focused service delivery
Inspires confidence in customers
A great communicator internally and externally
A proactive attitude with a can-do approach
Excellent customer focused phone and email manner
Thrive in a dynamic fast paced environment
Patient and supportive mentoring
Skills:
Troubleshooting skills
Innovative thinking whilst maintaining technical disciplines and structured frameworks
Ability to multi-task and manage competing demands in a timely manner
POSITION DESCRIPTION
HR-055-05-PRODUCT DESCRIPTION
Excellent communication skills, both written and verbal
Excellent computer skills (MS suite, Ticketing/CRM application)
Experience:
Previous customer support experience preferred
Previous computer or Point of sale (POS) experience preferred
Excellent interpersonal and communication skills with attention to detail
Qualification:
Relevant tertiary qualification or experience, ITIL certification and a proven history of technical or customer support (preferably in a Help Desk environment) is preferred.
Leadership behaviours:
Focus Forward
Think Customer
Drive
Inspire
Team Up
Acknowledgement
Employee Name
Employee Signature
Date:
