NBN™ Contact Centre Consultant Full Time in Gold Coast QLD


Branch Gold Coast QLD AU

Contact Centre Consultant
Gold Coast QLD

But the nbn ™ network is so much more than access to fast internet. Nbn seeks to create an inclusive and diverse workplace that is reflective of the wider…

nbn seeks to create an inclusive and diverse workplace that is reflective of the wider communities in which it operates and balancing opportunity for all. We are building a culture where different perspectives, thinking and skills are valued, and people are supported to achieve their potential. In particular, nbn is committed to increasing the participation of women in our organisation and especially women in leadership positions. Exciting Customer Service position representing the face of nbn Inclusive and innovative environment Varsity Lakes Location Your role in the future: The Contact Centre Consultant role will handle contact from a broad range of originators (such as access seekers, end users, community interest groups, new developments, amongst others) via various modes of contact (such as telephone, social media, email, amongst others). This role is an integral part of the frontline team representing the face of nbn as the first point of reference for all external contact. Therefore, the quality of the service delivery in creating a positive caller service experience is paramount, both in terms of delivery style and delivery content. The primary responsibilities of the role will be to action inbound, call back and outbound contact using common contact centre telephone and computer technologies, enter and retrieve data, work in a team and manage their own work under guidance within a rotational operational environment. You can contribute to: Deliver a positive, consistent, outcomes focused, and informed response to every contact which identifies and addresses needs in a professional friendly manner in order to create a positive brand image. Collect and input accurate caller data into CRM tools. Ensure prioritisation of each interaction is accurate for appropriate handling. Liaise with appropriate internal and external stakeholders to source a response or reassign (escalate) as required. Contribute proactively to team building, knowledge sharing and data capture of benefit to cross-functional stakeholders. Confident communication, strong relationship and rapport building skills with effective self-management and time-management abilities. A bit about us: nbn is the team behind the design, build and operation of the nbn ™ network. Working for nbn , you’ll be part of one of the largest technology infrastructure projects Australia has seen, providing you with loads of opportunities, great flexibility, and a collaborative culture. You’ll work with inspirational leaders and innovators in their field, help take on engaging and exciting work, and seek imaginative solutions to new questions every day. We are dedicated to providing all Australians with access to the benefits of fast broadband. But the nbn ™ network is so much more than access to fast internet. A state of the art communications network helps ensure our digital future, and gives Australians the opportunity to be more productive, more creative, more efficient, and more connected – benefits we can all enjoy for decades to come, no matter where we live. A bit about you: You are a person that can drive results while maintaining a great and fun working environment. In this role, your excellent communication skills and significant skills in customer service will help you connect and work well with others. Strong background in delivering exceptional customer service at all levels Ability to learn new processes and systems Passion and desire to understand the nbn technology Exposure to customers in all types of forums – telephone, email and through social networks would be preferable Problem solving framework with self-management skills Effective communication skills and experience (verbal and written) Experience updating and inputting information on CRM systems How to apply: If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only . We do not require a cover letter or any selection criteria to be addressed. nbn is a fast moving organisation with lots to deliver – so we may not always wait until the job ad expires before reviewing applications. As a result, you should submit your application as soon as possible! At nbn our people and our planet matter. We have an unwavering commitment to the wellbeing and safety of our employees so that everyone goes home safely each day and can perform at their peak to deliver the nbn ™ network. Worker Type Permanent Time Type Full time

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Employment Type: Full Time
Location: Gold Coast, QLD, AU
Posted on: 2017-04-15
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