Job Title: Customer Support Associate – Collections Voice

Grade: H1/H2

Location: Melbourne

Job Category: Senior Associate / Associate

Function/Department: Operations

Salary:

Freshers: Basic 52,502 AUD + Superannuation 6038 AUD - Total Annual = 58540 AUD.

Experienced: Basic 57008 AUD + Superannuation 6556 AUD - Total Annual = 63563 AUD.

Role Description: A CSA in this role responds to customer queries and provides

resolution, support and assistance to the customers who calls pertaining to

existing/new queries on services provided by the client. The Agent will play an integral

role in improving the customer experience by providing fast, friendly and effective

service with accurate and personal solutions to customer enquiries.

Roles & Responsibilities

• Revert on calls to customer on a variety of issues

• Update and process information accurately into the system(s)

• Resolve customer problems in a timely manner

• Take ownership & deliver on customer commitments

• Liaise with others within the process in the event where a customer query

cannot be resolved at first point of contact

• Clear Communication - during all conversations with customers, uses simple

English that delivers information and solutions in an easy manner

• Professional Focus - demonstrates a high level of personal and professional

integrity when dealing with customers as well as treats all customers with

empathy, respect and consideration.

• Ability to solve problems – look for solutions aligned to customer’s perspective

and deliver on all commitments

• Teamwork – consistently work together, trust each other and engage in

constructive conversations for the good of the team

Key Results

• External Performance Measurements- ask relevant external groups to

evaluate various program activities – usually through surveys of individuals

within these groups – related to the services they have experienced

• Internal Performance Measurements- used to assess and monitor the

internal operation of an organization.

ROLE HOLDER PROFILE

A. Preferred educational qualifications: Min. Qualification- Under graduation in

any stream.

B. Preferred work experience: Fresher/Experienced with minimum 1 year of

experience in a BPO/related industry; any experience in Telecom &

Collections would be an added advantage.