Business Support Officer

Join Our Clients Team Today and Give Your Career an Upgrade with Work Life Balance!

Discover a career where worklife balance isnt just a perk its a way of life. Here we understand the importance of personal time. Imagine finishing your shift and having dedicated hours to yourself a rarity in the corporate world. In this role with our client in the telecommunications industry you will experience the freedom to focus on your passions and personal pursuits making your work life truly enriching. As a Business Support Officer you will adhere to the service levels and KPIs set by the company while carrying out your duties. This includes promptly answering incoming calls email inquiries and other customer queries from the support queues as instructed. Join us here in Ortigas for a role that prioritizes your wellbeing both inside and outside the office and kickstart an amazing adventure with one of the best Fixed Wireless Providers in Australia.

• Several years of experience working in a customer service role is required.
  
• Substantial experience in telecommunications managed IT services technical helpdesks or other related industries is preferred but not essential.
  
• Previous experience providing customer support to business clients or channel partners is considered favorably.
  
• Proven track record in providing excellent customer experiences.
  
• Experience in using Customer Management and Ticket systems is required.
  
• General interest in using IT/internetbased technology with a natural inclination towards selfsupport when using systems.
  
• Proficiency in using MS Office suite of products.
  
• Advanced attention to detail and accuracy skills.
  
• Strong verbal and written communication and presentation skills.
  
• Strong ability to drive for results and focus on outcomes.
  
• Strong ability to work autonomously show initiative and be proactive.
  
• Strong computer skills and confidence in learning new technical skills.
  

General Requirements:

• Participation in a rotating roster to ensure optimal coverage of the phone and ticket queues including evening shifts and public holidays will be required.
  

What awaits you in this role

• Operating to our company values of:
  

• Customer Delighters Helping people one exceptional experience at a time.
  
• Excellence Mavericks Raising the bar with innovative outcomes.
  
• Integrity Warriors Standing strong with Honesty transparency and respect.
  
• Collaboration Champions Joining forces to achieve more.
  
• Lifelong Learners Embracing a culture of continuous growth and learning.
  

• Performing your duties within the service levels and KPIs as set by the company.
  
• Answering incoming calls email enquiries and other customer inquiries from the support queues as directed.
  
• Following up on customer requests who have ongoing ticketed issues throughout your workday working from the oldest created tickets as best practice.
  
• Providing updates to customers even if there is no change in updates and attempting to resolve their ongoing issue where possible.
  
• Making outbound calls as appropriate and as directed to update customers provide troubleshooting support and resolution responses.
  
• Offering an excellent customer service experience at every interaction with our customers.
  
• Always maintaining a professional representation of our brand and appearance in the virtual workplace.
  
• Managing customer expectations of their service and communicating effectively during the troubleshooting process.
  
• Logging faults with wholesale partners while interacting with customers to ensure their faults are resolved in a timely manner.
  
• Providing information about the products we offer and provide guidance to assist customers to complete the online sales process.
  
• Recording clear concise and complete notes in the relevant system at every customer interaction. Notes regarding your interactions with customers are considered legal documents and must be of a high professional standard.
  
• Following templates and applying OSI troubleshooting procedures to customer issues to ensure they are resolved in a timely manner.
  
• Escalating more complex customer issues to the appropriate team by accurately logging and recording all relevant information using templated data points.
  
• Following company daytoday processes and communications.
  
• Any other tasks as required to support our customers and the business.
  

Personal Attributes

• Taking pride in resolving customer issues at the first point of contact whenever possible.
  
• Developing effective working relationships with all staff employed by Swoop.
  
• Always contributing to good morale within the Team working to the goal of One Great Team .
  
• Presenting a professional appearance in the workplace.
  
• Ensuring that your knowledge of internal systems and devices remains current to assist in proactively troubleshooting and escalating issues.
  
• Managing personal health safety and wellbeing.
  
• Healthy habit of presenting solutions instead of complaints.
  

Why choose us

• Day 1 HMO coverage
  
• Competitive salary package
  
• Prime office location
  
• Day shift schedule
  
• Standard government and Emapta benefits
  
• 20 annual leaves to be used on your discretion
  
• Direct exposure to international clients
  
• Realistic career growth opportunities
  
• Upskilling through Emapta Academy
  
• Diverse and supportive work environment
  

Whom you ll work with:

Our client has a remarkable story that began in the 1990s in Gippsland Victoria. Starting as a provider of computer services and Fixed Wireless internet they have evolved into one of the best Fixed Wireless Providers in Australia. They now offer home and business internet via the nbn and their very own Fixed Wireless network which they build and service. Dont miss this opportunity to be a part of our client s exciting journey!

Who are we

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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