Executive Tech Support

As a customer service consultant, you will utilize your knowledge of the clients" processes and systems to support the activation of customer services and efficiently remediate issues and problems that may arise during the order lifecycle to minimize the impact on customers. **Key Responsibilities:** - Apply knowledge of the clients" processes and systems to independently manage a customer's order throughout its life cycle, while keeping the customer informed of progress through call & message channels. - Coordinate with the supply chain department to initiate dispatch of devices in a timely manner and ensure activation of these devices prior to delivery at the customer's premises. - Demonstrate strong verbal communication skills when contacting customers about expected delivery times, changes to delivery schedules, and following up on device returns. - Ability to flex across multiple areas of the order management process in response to changes in demand and manage multiple queues concurrently to ensure orders are processed in a timely manner. - Manage incoming requests from other departments through call and email channels, being able to respond effectively with clear and concise communication. - Able to support onshore staff to manage overflow calls from customers during peak times and weekends. - Utilize documented processes and work instructions to efficiently navigate across multiple Telstra systems while processing orders, identifying, and communicating opportunities to enhance processes and procedures where applicable. - Successfully complete all mandatory learning and training to maintain and apply the necessary skills and knowledge required to provide current information and accurate advice to customers in line with legal & regulatory requirements. - Comply with HSE policies and standards to role model safe and responsible behaviors, minimize risks, and demonstrate a commitment to your safety and the safety of others. **Qualifications Required:** - Strong written and verbal communication skills. - Ability to work autonomously and be highly self-disciplined. - Some level of previous call center or customer management experience is highly desirable. - Effective and efficient use of all relevant systems to access information and provide relevant solutions for customers. - Excellent time management skills with the ability to meet respective performance measures. - Tech-savvy with the ability to navigate through multiple systems and applications. - Troubleshooting skills in managing and resolving customer issues and queries succinctly. - Ability to multitask while on the phone with customers. - Note capturing and typing skills.,