Contact Centre Consultant

4 days ago

Auckland City, New Zealand TSA Group Full time

**Company Description** Who are we?**

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 Saver
- This role is based in New Zealand
- Remote Work Set Up - full time working from your home office
- Our #TSAWays are what we are all about. Think of them as the vibe
- Comprehensive training, with ongoing coaching and development
- A vibrant and rewarding recognition program - We love to celebrate our people
- We are proud of our fun, friendly and supportive team environment

**Job Description** Responsibilities**

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 phone
- Understand the customers concerns to determine the most appropriate approach for resolution
- Working with other departments collaboratively to achieve a resolution
- Respond and resolve customer concerns

This role is 100% WFH with a schedule that operates from 6am - 12am NZT from Monday to Sunday.
**Qualifications** Core Competencies**:

- Strong verbal communication skills, with ability deliver responses in a clear, confident, and professional manner
- Ability to understand and interpret verbal communication
- Strong technical ability
- Ability to work with other departments to achieve a resolution for customers
- Strong Interpersonal skills
- Attention to detail and accuracy
- Professionalism when dealing with internal and external consumers
- Ability to work at pace and deliver to targets and SLA has context menu

**Basic Qualifications**:

- Previous experience in a voice contact centre role, ideally in a complex industry
- Previous experience in customer service
- Airline industry experience an advantage

**Additional Information** Check out our social media pages**:
TSA Website

Instagram

LinkedIn

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