Joshua Lai

As a Student Advisor, I am responsible for handling inquiries, resolving routine issues, and delivering information about various student-related matters by exercising good judgement, sensitivity and discretion in addition to maintaining positive and helpful interactions with students across various channels (phone, email, live chat etc.) while also effectively navigating student business systems to provide accurate and timely assistance.

Some responsibilities and duties my role include are:

• Applying sound interpersonal, written, and oral communication skills, interacting with individuals from diverse backgrounds to provide student service at the performance and quality standards defined in the Student Services Customer Service Framework and the Student Advising Model.
• Resolving issues identified through student inquiries regarding enrolments, fees, timetabling, and other related matters, acting to resolve the problems, or where appropriate, referring / escalating to Student Advisors and Team Leaders for resolution.
• Handling inbound / outbound calls and inquiries from students and stakeholders professionally and efficiently, navigating student business systems quickly and effectively to provide accurate information and assistance.

• As an Optus sales representative, the role involves assisting customers in finding the most suitable mobile, internet, and entertainment solutions while delivering exceptional in-store experiences. Responsibilities include handling sales, processing contracts, and providing basic technical support for devices and services. Staying informed on the latest products and promotions ensures performance targets are met and contributes to the team’s success. A focus on building strong customer relationships and ensuring satisfaction is central to the role.
  
  Key skills developed include:
  
  Strong interpersonal skills, enabling the establishment of rapport and lasting relationships with customers.
  Comprehensive product knowledge, ensuring effective guidance in selecting the right products and services.
  Objection handling and customer concern resolution, maintaining positive experiences and high satisfaction levels.
  Problem-solving and adaptability, demonstrated by quick, effective responses to customer issues and adjusting to new promotions, policies, and demands.
  Teamwork and collaboration, through close cooperation with colleagues to meet store targets and fostering a productive team environment.As an Optus sales representative, the role involves assisting customers in finding the most suitable mobile, internet, and entertainment solutions while delivering exceptional in-store experiences. Responsibilities include handling sales, processing contracts, and providing basic technical support for devices and services. Staying informed on the latest products and promotions ensures performance targets are met and contributes to the team’s success. A focus on building strong customer relationships and ensuring satisfaction is central to the role.
  
  Key skills developed include:
  
  Strong interpersonal skills, enabling the establishment of rapport and lasting relationships with customers.
  Comprehensive product knowledge, ensuring effective guidance in selecting the right products and services.
  Objection handling and customer concern resolution, maintaining positive experiences and high satisfaction levels.
  Problem-solving and adaptability, demonstrated by quick, effective responses to customer issues and adjusting to new promotions, policies, and demands.
  Teamwork and collaboration, through close cooperation with colleagues to meet store targets and fostering a productive team environment.