Company Overview
Founded in 2014, and listed on the ASX since 2015, Super loop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Super loop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop everyday for their connectivity needs. Visit www.superloop.com to learn more.
Business Unit Overview
Consumer: The Consumer unit is the face of our retail brand that is committed to delivering on our customer promise: Super fast, Super reliable and Super easy internet access for all Australian homes. As a part of the Consumer unit, you’ll be living the lofty systems, processes and people that deliver this experience across the customer touchpoints and customer lifecycle.
Role Purpose
We are looking for a Telecommunication Support Executive to effectively handle enquiries and order processing. From a Support perspective, providing quality service, technical support and information regarding our internet services, products and troubleshoot internet issues. This is a mid-volume call center position.
Key Responsibilities
The job responsibilities of this position are as follows but not limited to:
- Perform various service qualification checks using advanced web-based applications
- Effectively manage the sales enquiry calls in a collaborative, empathetic, and business-like fashion
- Undertake sales and customer interest research and assist in the processing/delivery of services
- Troubleshoot internet/voice service issues and has basic knowledge of telecommunication technologies such as FTTN, FTTP, HFC, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, VoIP etc.
- Communicate with other Products, Operations, and Quality teams to troubleshoot problems, improve processes, and ensure customer satisfaction
- A desirable attitude with confidence in handling calls, outbound calls, chat, and email channels
- Provide feedback on tools, resources, and insights gathered on the client system and agree with an overall great customer CRM, not ticking boxes
- Demonstrate knowledge base to research answers to customer inquiries and respond to customers with appropriate and accurate information
- Assist customers by providing steps, indications and suggestions for recording call/email notes in the consumer touchpoints
- Actively participate in coaching sessions with your supervisor to ensure you regularly meet key performance targets. Coaching will be based on NPS (Net Promoter Score) and ASA (Average Speed of Answer).
- This role requires regular engagement of online chats just as outbound voice, inbound and order assistance.
- Though full training will be provided to effectively carry out your job, however, you should have the following accompanying technical requirements.
About You
- Outstanding business communication skills in English (oral, written) including the ability to use accurate grammar, spelling, punctuation, summarize and communicate technical requirements and solutions to non-technical stakeholders.
- Live web-chat support experience
For More details Click Here