Contact Centre Consultant

Summary

Join TSA, an Australian-owned company specializing in customer acquisition and retention, as a Contact Centre Consultant! Based in New Zealand, this fully remote role offers a competitive salary and Kiwi Saver. You'll handle inbound calls, resolving customer inquiries efficiently and empathetically. First contact resolution is key, requiring collaboration with other departments. The schedule operates from 6 am to 12 am NZT, Monday to Sunday. Comprehensive training and a supportive team environment are provided.

Requirements

• Strong verbal communication skills, with ability deliver responses in a clear, confident, and professional manner
• Ability to understand and interpret verbal communication
• Strong technical ability
• Ability to work with other departments to achieve a resolution for customers
• Strong Interpersonal skills
• Attention to detail and accuracy
• Professionalism when dealing with internal and external consumers
• Ability to work at pace and deliver to targets and SLA
• Previous experience in a voice contact centre role, ideally in a complex industry
• Previous experience in customer service

Responsibilities

• Receive and assess customers queries via phone
• Understand the customers concerns to determine the most appropriate approach for resolution
• Working with other departments collaboratively to achieve a resolution
• Respond and resolve customer concerns
• Ensure an outstanding service experience across our inbound voice channels
• Handling enquiries across all stages of a customers journey, focusing on connecting, resolving and ensuring customers have the confidence that we have them sorted
• First contact resolution

Preferred Qualifications

Airline industry experience

Benefits

• Competitive Salary Package + Kiwi Saver
• Remote Work Set Up – full time working from your home office
• Comprehensive training, with ongoing coaching and development
• A vibrant and rewarding recognition program
• Fun, friendly and supportive team environment