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Customer Service Level 2 Agents

Careers
At SHORE, we make employee welfare a priority. Our collaborative work environment, family atmosphere and career development options enable the employees at SHORE to be part of a winning team.
Customer Service Level 2 Agents

Responsibilities:

  • Manage inbound calls/outbound calls as required
  • First point of contact for escalated calls
  • Provide live support to Customer Service staff
  • Allocation of tasks as instructed by CS Team Leader
  • Manage case load of Level 1 TIO/ Disputes
  • Manage overflow calls during busy periods
  • Live adherence management
  • Coaching and Development as required
  • Identify systemic issues, performance and behaviorissues in staff and report
  • Adhoc duties as requested by CS Team Leader
  • Adhoc reporting
  • Back up to TL during absences

Qualifications:

  • Excellent communication skills – verbal & written
  • Experience proving customer service to Australian audience
  • Supervisory experience preferred
  • Strong Australian Telco experience
  • Strong problem solving, prioritizing and time management skills
  • Experience managing escalations and dispute resolution
  • Excellent use of initiative and ability to think in their feet
  • Team player
  • Experience using Microsoft suite – Excel, Word, PowerPoint & Outlook
  • Ability to work flexible hours
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Dynamic outsourcing. Exceptional outcomes.