Customer Escalations Specialist

**Contract: Full Time, Fixed Term Contract**

**Where: Auckland**

**We’re all about endless potential**:
We’re the team empowering New Zealand’s digital future. A future few can imagine. It started with the roll-out of our once in a hundred-year network. But there’s much more to come as we keep pushing what’s possible, providing unlimited access to an ever-evolving range of innovative products and services. Technology that’ll support, inspire, and connect people and businesses for generations.

To that end, we need more curious, collaborative, and forward-thinking people. Because while we’re busy improving our national network, we’ll need more of the best to join our truly inclusive workforce, one where you’ll be made to feel you belong, and that everything you do is valued (because you do, and it is).

As for our culture. Our people say it’s one of the best around. We’re proud of that. And with our Chorus Care package benefits behind you too, you’ll have everything you need to seize this opportunity and make it your own.

**Work your way.**:
**What you’ll be doing**:
The CNO team is the operational powerhouse that ensures Chorus has robust and efficient capability to deliver field workforce outcomes and operate the Chorus network assets to deliver a superior experience for customers.

We are seeking a Customer Escalations Specialist to help support and ensure the capability of the escalations team in resolving queries and providing an excellent customer service experience.
- Case Management and ownership of end customer and internal Chorus staff enquiries and escalations to ensure an outstanding customer experience delivered to SLAs and expectations with a focus on first contact resolution for our customers to eliminate further escalations.
- Own, process, and co-ordinate the end-to-end delivery of Chorus employee and end customer escalations. This includes post install reinstatement, workmanship, and technician behaviour escalations, working directly with key stakeholders to resolve in a proactive and timely manner
- Maintain a strong customer service focus and follow through with end user escalations and complaints with regular escalation updates
- Providing exceptional customer service by taking proactive ownership for high level post install aged WIP escalations
- Maintain a strong customer service focus and follow through with RSP and end user escalations
- Maintain compliance with case information to accurately capture and investigate the required details into CRM system, ensuring these records are up to date and timely
- Support the wider Customer Care teams with the identification of root cause problems while loading cases with all relevant information required for follow up.
- Lead and utilise customer feedback and escalations to identify issues with process and systems for continuous improvement
- Work with key internal and external stakeholders across Chorus, building strong relationships and stakeholder management to support the framework.

**What you’ll bring to the table**:
The following skills or behaviours will be key in supporting the Customer Escalations team to be successful.:

- Previous exerience in telecommunications in a customer service & operational environment
- Constructive personal engagement and a strong service orientated working style
- Excellent communicator able to manage difficult conversations and act as a point of escalation
- Experience delivering customer focused service support in customer facing roles.
- Understanding of products and services as provided to Retail Service Providers
- Excellent written and verbal communication
- Strong customer service ethic, empathy and good problem-solving ability
- Sound time management and decision-making skills
- Good relationship management and negotiation skills
- Ability to persuade and influence others
- Strong motivation and drive to deliver
- Receptive to change.
- Ability to self-manage time and workload within deadlines
- Ability to offer input in process improvements
- And last but not least resilience

**Keen?**:
**Important legal stuff**:

- Only_ applicants with Citizenship, Residency or a valid work visa will be considered for this role. To apply, submit your CV a_nd a_ Cover Letter that outlines your skills and experience as _they_ relate to this role._

**Required Skills**:
Required Experience