Customer Service Advisor - Quezon City - ref. j38547615
Outposter Quezon City Full-time
Customer Service Advisor (NBN and AU Telco Experience Required)
- Full-Time
- Weekend & Public Holiday Availability Required
Be the voice our customers trust. Solve problems, build loyalty, and make a difference every day.
We're on a mission to connect Australians in rural and remote areas to reliable broadband. We’re seeking a Customer Service Advisor who is passionate about helping people and committed to delivering outstanding service with every interaction.
About the Role
As a Customer Service Advisor, you’ll be the frontline support for our clients customers. You’ll handle a variety of contact channels – including phone, email, live chat, and social media – with a focus on resolving queries quickly and efficiently.Your aim is to achieve first call resolution and drive customer satisfaction, while identifying opportunities to upsell and retain customers.
Key Responsibilities- Manage inbound and outbound calls, emails, chats, and social media inquiries within SLAs
- Resolve customer issues with a first-contact resolution approach
- Accurately log and update customer information in CRM and billing systems
- Troubleshoot product and service-related queries, escalating where needed
- Support retention efforts by identifying and addressing potential churn risks
- Share knowledge with customers to maximise self-service opportunities
- Check and process activations, refunds, credit notes, and manual invoices
- Reactivate suspended accounts and complete SAI allocations
- Liaise with internal departments and third parties to resolve escalated queries
- Go the extra mile to deliver an outstanding customer experience
What We’re Looking For
Skills & Abilities- Strong verbal and written communication
- Excellent phone handling and active listening skills
- Ability to explain information clearly in a structured and professional manner
- Previous customer service or contact centre experience essential
- Demonstrated success in meeting or exceeding KPIs
- Familiarity with CRM systems and best practices
- A team player who thrives in a collaborative environment
- Customer-focused with a positive, adaptable attitude
- Strong multitasking and time management skills
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