TSA Group is hiring a Remote Contact Centre Consultant

Job Description

Responsibilities

Our Contact Centre Consultants are responsible for ensuring an outstanding service experience across our inbound voice channels. Handling enquiries across all stages of a customers journey, our Consultants focus on connecting, resolving and ensuring customers have the confidence that we have them sorted. It is important that our interactions are efficient, but that we are delivering service that meets the needs of our customers through meaningful conversation.

First contact resolution is a key focus of these roles, ensuring we are working with other departments where needed to resolve things for our customers in a personal and empathetic way.

What will a normal day look like?

• 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

This role is 100% WFH with a schedule that operates from 6am – 12am NZT from Monday to Sunday. 

Qualifications

Core Competencies:

• 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 has context menu

Basic Qualifications:

• Previous experience in a voice contact centre role, ideally in a complex industry
• Previous experience in customer service
• Airline industry experience an advantage

We have opportunities commencing in November 2023 until the end of the year so are ready when you are!

Hit the “I'm Interested” button to apply today!

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