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| POSITION DESCRIPTION | AUSTRALIAN CALL CENTRE SEPTEMBER 2010 |
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Senior Call Centre Officer - Premium/High Value Customers |
| Position Code: | 1787 | | Career Level: | 2 |
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Responsible for
Providing premium/high value customers with second level support/support for all products and services consistent with established quality standards. Dealing with more complex/escalated complaints and assisting Call Centre Officers. |
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Reports To
Call Centre Team Leader. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing second level support by voice and electronic means. Using on-line systems to access data and answer customer inquiries within service times.
Allocating the necessary resources to resolve client problems and queries in an effective and timely manner.
Actively identify opportunities to enhance customer relationships, maximising loyalty and minimising churn through the suggestion of loyalty generating offers and developing an increased understanding of any issues.
Identifying sales opportunities through needs and value based selling.
Managing escalated issues and ensuring customer satisfaction at all times.
Maintaining a database of clients through regular follow-up of problems and queries.
Keeping accurate records of support activities.
Attending relevant product and skill courses and passing on relevant points to other Consultants.
Keeping Management aware of potential areas for product, services and education sales.
Acting as a mentor to Call Centre Officers and assisting with knowledge transfer.
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Key Skills
Strong service orientation with excellent communication skills.
Proficient computer skills.
Good interpersonal and team skills.
Thorough knowledge of companies products and services.
Sales skills and the ability to identify customer needs.
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Internal Contacts
Customer Support, Finance, Sales and Marketing. |
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External Contacts
Customers. |
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Typical Experience
At least 2-4 years of Customer Support experience. |
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