Customer Care Consultant - (Australia) | Pioneer Account

The Customer Service Consultant is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may involve but is not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues, sales and technical support regarding telecommunication products and services.

• To provide exceptional customer service in every customer interaction (voice, chat, social media, email) with the ultimate aim of providing first call resolution
• Customer satisfaction and retention is a key metric of the client, and one that is monitored and measured for growth and success. This is done through the effective utilisation of the Net Promotor Score (NPS), which is a key factor for your personal and professional success
• Manage customer service, provisioning and support activities, recognizing that these are closely connected with the day-to-day customer experience
• Strive for first call resolution by providing exceptional service through the facilitation of ownership of the raised concern.
• To manage customer service queries, including sales-related, provisioning, billing and technical support matters, recognizing that these are closely connected with the day-to-day customer experience to be delivered to our customers.
• To bring up ongoing service issues and recommend solutions to the supervisors for further action
• To maintain an awareness of customer needs and potential service issues through customer contact, including escalated calls, emails and other customer contact channels.
• To support the sales team in the identification of and action on potential selling opportunities to generate revenue, taking appropriate follow-up actions to ensure that the customer needs are met.
• To ensure active promotion of products and services based on customer needs and the product options available
• To provide well-rounded, prompt, high-quality, and professional customer service at all times in the engagement with customers
• To work with other support teams as necessary to ensure that customers’ queries are clearly escalated to the correct teams for the required action and follow-up.
• To deal with all calls and enquiries politely, courteously, professionally and assertively
• To handle and resolve customer complaints within the procedures and guidelines provided
• To follow up with vendors and/or third Party vendors when appropriate to ensure seamless service delivery
• To be open to new tasks that may arise due to changing business needs and market/product launches and promotions
• To provide first level technical support to help customers resolve problems related to Internet access (via broadband, Wi-Fi), Operating Systems, email clients; cabling, router setup and others (potentially will extend to support for Mobile Technical services at a later stage)
• To handle enquiries/feedback/issues on the client product and services in a timely and professional manner, ensuring that accurate information and advice are given to customers at all times
• To respond and follow up promptly on all customer requests via emails and provide timely responses to enhance quality customer experience
• To collect and channel feedback on customer issues, processes and service enhancement to Management as an ongoing process for striving towards service excellence

• Must have hands-on experience in team management with proven track record in client relations management
• Previous work experience in a BPO/Offshoring company is preferred
• Strong English communication skills with the ability to convey issues accurately, effectively and often with empathy
• Can deal with clients comfortably and confidently at all levels of responsibility, authority, and rank
• Ability to make sound decisions, goal-oriented, energetic, and a forward thinker who has set high standards
• Solid business understanding and commercial acumen
• Exceptional time management and the ability to prioritise both customer and team demands
• Solid understanding of contact centre metrics and performance improvement triggers
• Can work independently and manage multiple activities at a time
• Strong commitment to service and a flexible can-do attitude
• Takes initiative and deliver solutions

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.