Consultant  

A Consultant interacts with customers and acts as a liaison between customers and companies by providing information to address inquiries regarding products and services. In addition, a customer service representative deals with, assists and helps resolve any customer complaints, orders, errors, account questions, billing, cancelations, and other queries about products and services.

Responsibilities

• Responsible for case managing back office order processing (70%) and call outs to customer to verify accuracy of placed orders (30%)
• Responsible for providing customers with correct information and resolutions for all service requests
• Handle and resolve customer complaints within the procedures and guidelines provided
• Ensure all client inquiries are recorded into the system, confirming all details of the enquirer with 100% accuracy
• Ensure compliance with goals, policies, and procedures are adhered to at all times
• Dealing with all calls and inquiries politely, courteously, professionally and assertively
• Matching customer’s need to client’s products and services
• Responsible for archiving, filing and distribution of documentation
• Provide well-rounded, prompt, high-quality, and professional client service at all times
• Any other task/duty as directed by client/management

• Must have at least six (6) months of Telstra experience
• Must have a sound understanding of Telstra products, systems and processes for Business and Consumer Customers
• Proficiency in using Microsoft Office applications
• Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
• Demonstrate commitment in upholding core values and behavioral standards
• Excellent customer service, problem solving and analytical skills
• Ability to be flexible, adaptable and work in fast-paced environment
• Strong command of the English language, both oral and written