Executive Tech Support

• Order Management: Apply knowledge of the client's processes and systems to independently manage customer orders throughout their lifecycle.
• Customer Communication: Keep customers informed of progress via call and message channels, ensuring updates are timely and clear.
• Coordination with Supply Chain: Work with the supply chain department to ensure the timely dispatch of devices and activation before delivery at the customer's premises.
• Verbal Communication: Demonstrate strong communication skills when:
• Contacting customers about expected delivery times.
• Informing customers about changes to delivery schedules.
• Following up on device returns.
• Adaptability: Flex across multiple areas of the order management process in response to changes in demand, managing multiple queues concurrently.
• Handling Incoming Requests: Manage requests from other departments through call and email channels, responding effectively with clear and concise communication.
• Support During Peak Times: Assist onshore staff in managing overflow calls during peak times and weekends.
• System Navigation: Use documented processes and work instructions to efficiently navigate Telstra systems while processing orders, identifying opportunities for improvement.
• Training and Development: Complete mandatory learning and training to maintain and apply the necessary skills and knowledge, ensuring accurate advice and compliance with legal & regulatory requirements.
• Safety and Compliance: Adhere to HSE policies and standards, promoting safe practices and taking responsibility for your own safety and the safety of others.

Skills Required

• Strong communication skills: Excellent written and verbal communication abilities to interact with customers and internal teams.
• Autonomous work ethic: Ability to work independently, demonstrating self-discipline.
• Call center or customer management experience: Previous experience in customer service is highly desirable.
• System proficiency: Effective use of relevant systems to access information and provide appropriate solutions to customers.
• Time management: Strong ability to manage time efficiently and meet performance targets.
• Tech-savvy: Comfortable navigating through multiple systems and applications with ease.
• Troubleshooting skills: Ability to manage and resolve customer issues quickly and efficiently.
• Multitasking ability: Capability to multitask effectively while interacting with customers.
• Note capturing and typing skills: Strong attention to detail when capturing notes and typing responses during customer interactions.

Key Competencies

• Time Management
• Customer Service Excellence
• Multitasking and Prioritization
• Effective Communication
• Call Center Experience