Contact Centre Consultant
2 weeks ago
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 + Kiwi SaverThis role is based in Auckland, New ZealandRemote Work Set Up – full time working from your home officeOur #TSAWays are what we are all about. Think of them as the vibeComprehensive training, with ongoing coaching and developmentA vibrant and rewarding recognition program - We love to celebrate our peopleWe are proud of our fun, friendly and supportive team environmentJob DescriptionResponsibilities Our Contact Centre Consultants are responsible for ensuring an outstanding service experience across our inbound voice channels. Handling enquiries across all stages of a customers journey, our Consultants focus on connecting, resolving and ensuring customers have the confidence that we have them sorted. It is important that our interactions are efficient, but that we are delivering service that meets the needs of our customers through meaningful conversation.
First contact resolution is a key focus of these roles, ensuring we are working with other departments where needed to resolve things for our customers in a personal and empathetic way.
What will a normal day look like? Receive and assess customers queries via phoneUnderstand the customers concerns to determine the most appropriate approach for resolutionWork with other departments collaboratively to achieve a resolutionRespond and resolve customer concernsThis role is 100% remote work within Auckland area with a schedule that operates from 6am – 12am NZT from Monday to Sunday. QualificationsCore Competencies: Strong verbal communication skills, with the ability to deliver responses in a clear, confident, and professional mannerAbility to understand and interpret verbal communicationStrong technical abilityAbility to work with other departments to achieve a resolution for customersStrong interpersonal skillsAttention to detail and accuracyProfessionalism when dealing with internal and external consumersAbility to work at pace and deliver to targets and SLABasic Qualifications: Previous experience in a voice contact centre role, ideally in a complex industryPrevious experience in customer serviceAirline industry experience an advantageHit the "I'm Interested" button to apply today
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