Customer Support Officer Voice

Choose a future that leaves an impact on the world.

This unique opportunity offers a worklife balance thats truly unparalleled. With reasonable working hours our commitment to your wellbeing extends beyond the workplace. Enjoy free hours to focus on what truly matters in your personal life. As a Customer Support Officer (Voice) you will execute your duties within the service levels established by the company. This entails promptly responding to incoming calls email/ticket inquiries and other customer queries from the support queues as instructed. Additionally you will prioritize following up on customer requests with ongoing ticketed issues throughout your workday adhering to the best practice of addressing the oldest created tickets first. 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.

• Previous experience working in a customer service role ideally in a similar industry would be preferred but not essential.
  
• Previous experience providing customer support in a call center setting is required.
  
• Proven track record of providing excellent customer experiences.
  
• Experience in using Customer Management Systems is preferred.
  
• General interest in using IT/internetbased technology with a natural inclination towards selfsupport when using systems.
  
• Proficiency in using MS Office suite of products and experience in using ticketing systems and customer management systems.
  
• 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 weekends evening shifts and public holidays is required.
  
• The role is initially offered as working from the office. In some circumstances generally not before regularization it may be offered as a hybrid of working from the office and working from home with the expectation that you will attend the office a minimum of 2 out of 5 working days each week.
  
• Travel is not generally required. Where hybrid work has been offered you may also be required to travel to the office on other days to attend training special events or required meetings from time to time.
  
• In special circumstances you may be directed to work from home for a temporary period of time to maintain the continuity of service to customers during a disruption to systems or access to the office is restricted.
  

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.
  

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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