**Job Title:** Contact Center Specialist
**Company:** Frontier Communications
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 2
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### **Job Description**
Frontier Communications is seeking a dedicated and enthusiastic Contact Center Specialist to join our dynamic team in Canberra. As a Contact Center Specialist, you will play a pivotal role in delivering exceptional customer service by addressing inquiries, resolving complaints, and promoting our range of telecommunications products and services. This part-time position is ideal for individuals with a strong commitment to customer satisfaction and the ability to manage multiple tasks in a fast-paced environment.
### **Key Responsibilities**
- **Customer Service Excellence:** Serve as the primary point of contact for customer inquiries via phone, email, and chat. Utilize exceptional communication skills to understand, address, and resolve customer issues promptly and effectively.
- **Product Knowledge:** Maintain an extensive knowledge of Frontier Communications' products, services, and policies to provide accurate information and assist customers in making informed decisions.
- **Issue Resolution:** Efficiently handle customer complaints or concerns by employing problem-solving techniques to identify solutions and facilitate timely resolution.
- **Sales Acumen:** Leverage persuasive communication skills to promote and upsell additional services, enhancing customer satisfaction while also driving revenue growth.
- **Data Entry and Documentation:** Accurately document customer interactions, updates, and resolutions in our customer relationship management (CRM) system to ensure all information is current and accessible.
- **Team Collaboration:** Work closely with team members to share best practices, address customer issues, and contribute to a positive team environment. Occasionally lead team discussions or training sessions in collaboration with management.
- **Feedback and Improvement:** Actively participate in team meetings, providing insights into customer feedback and potential areas for improvement in processes, products, and overall customer experience.
- **Ethical Conduct:** Uphold the highest standards of ethical conduct and integrity in every customer interaction, ensuring compliance with company policies and industry regulations.
### **Requirements**
#### **Education and Experience:**
- Minimum 2 years of experience in a contact center or customer service role.
- High school diploma or equivalent; bachelor's degree in a related field is a plus.
#### **Skills and Competencies:**
- **Hardworking and Resourceful:** Proven ability to work diligently under pressure and find innovative solutions to challenges.
- **Persuasion Skills:** Ability to influence customer decisions through engaging and persuasive communication.
- **Leadership:** A natural inclination to guide, motivate, and support colleagues in achieving team goals.
- Proficient in using customer service software and CRM systems.
#### **Personal Attributes:**
- Strong interpersonal and communication skills with the ability to empathize and establish rapport with customers.
- Excellent organizational skills, attention to detail, and the ability to multi-task effectively.
- A positive attitude and a proactive approach to problem-solving.
### **Benefits**
- Competitive hourly wage.
- Gym membership to promote work-life balance and wellness.
- Paid Time Off (PTO) for vacation, personal time, and health needs.
- Remote work flexibility to accommodate your personal schedule and lifestyle.
### **Working Environment**
At Frontier Communications, we strive to uphold the highest standards of ethical conduct and integrity. We foster an inclusive, collaborative, and engaging work environment where every team member is encouraged to thrive and make contributions toward our shared goals.
### **Application Deadline**
All applications must be submitted by **October 13, 2024**.
### **Equal Opportunity Statement**
Frontier Communications is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, experiences, and perspectives.
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If you are a hardworking, resourceful individual with a passion for delivering exceptional customer service and possess the skills outlined above, we would love to hear from you! Apply now to join the Frontier Communications team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
