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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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Senior Call Centre Officer |
| Position Code: | 1768 | | Career Level: | 2 |
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Responsible for
Providing customers with second level support for all products and services consistent with established quality standards. |
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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.
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.
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Key Skills
Strong service orientation with excellent communication skills.
Proficient computer skills.
Good interpersonal and team skills.
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Internal Contacts
Customer Support, Finance staff. |
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External Contacts
Customers, Resellers. |
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Typical Experience
At least 3 - 5 years of Customer Support experience. |
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