AU TSR Level 1 | Dayshift

Tasks and Function

Resolve product or service problems by clarifying the customer's concern, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolutionProvide tailored-fit solution based on customer’s needs – Solution Specialist WayAnswer customer inquiries and transfer calls to the appropriate department as necessaryEnsure customer satisfaction by providing exceptional customer serviceCreate, maintain and update customer records with complete and accurate informationContribute innovative ideas in the improvement of the customer journeyEnsure quality and standards, policies and procedures are maintained at all timesPerform other related duties as assigned by managementHandle complex cases and manage complaints that may occur through repeat interactions

Required Skills: (Must Have)

Basic understanding of home internet service and set upTechnical Support experienceA solutions provider with a “CAN DO” attitudeGood organizational skills and the ability to multitask and prioritizeExcellent verbal and written communication skillsProblem solving and decision-making skillsDisplays strong complaints handling and negotiation skillsUpselling is a plus

Preferred Skills: (Nice to Have)

Open to candidates with no BPO exp but can communicate in English well Validate the applicant's proximity to office.

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