MANASA KISTAMGARI

Telstra Campaign

Melbourne, Australia - Financial assistance and support team member.

• Telstra Group Limited is an Australian telecommunications company that builds and operates telecommunications networks and markets related products and services.Australia's largest telecommunications company by market share.

Tools I worked on :

• Siebel: In Telstra there are three types of Telecom customers Consumer, Upfront and business customers.For consumer customers Siebel tool is used for payment extension,updating the customers details, setting up the Bill delivery method, waiving off the late payment fees, Giving 50 percent discount to some Financial hardship customers, Unbarring the services
• Console: Console is the main tool where I can authenticate the customer by using One time code through SMS, Email or through knowledge based questions
• Secure pay: Secure pay is the tool where I transfer customer to robotic system on call, customer confirms/enters their credit/debit card details payments and payment goes through.

Business Tools:

• Flexcab: Flexcab is used for large business customers
• Mica: Mica is used for small business customers and used to resume the mobile services
• ICMS: ICMS is used to do the payment extension for business customers

All the above mentioned tools will be used as a part of my role (FA&ST) and my responsibilities includes,

• Execute all administrative duties related to ensuring efficiency.
• Helping customer with primary queries like bill payment history indetailed and adopt customer centric approach by displaying empathy and provide viable options tailored to customer needs.
• Understanding the financial hardship situation, asking probing questions depending on level of urgency
• Providing support to distressed customers and agreeing on a reasonable repayment option in-line with financial hardship policy and processes
• Overseeing the management of hardship cases, including reviewing and assessing requests for hardship assistance, providing options to the customer, offering case-by-case solutions and monitoring agreements for adherence
• If required negotiating customer with level of payment options
• Advising late payment failure fees
• Warm transfers to relevant team if it’s out of my delegation
• Think analytically to access and manage customer requests for financial hardship assistance
• Implemented timely escalation procedures when necessary, ensuring prompt attention is given to high-risk accounts.

• Customer Service
• Handling 50 plus customer interactions per day, giving detailed, personalized, friendly and polite service to ensure customer retention
• Memorized all company products and services to be able to answer all customer queries quickly and efficiently, and make relevant up sells
• Receive source data such as customer name, address mobile number and enter into in-house software
• Auditing electrician jobs simultaneously answering inbound calls from potential customers
• Handling complaints and scheduling appointments
• Monitoring and advising stock storage
• Discovering operational issues causing unnecessary customer contacts
• Assign the ownership of customer issues to the best electrician.

• Helped large volume of customers every day with positive attitude and focus on customer satisfactions
• Providing appropriate information and tailored assistance to the customers
• Resolving customer enquiries at first point of contact in relation to their train routes and timings
• Educating customers about train and bus schedules
• Ability to quickly build rapports with customers and calmly deal with all problems as shown during my experience in high pressure environment
• Participate in special projects and assume other duties and responsibilities as assigned
• Developed and actualized customer service initiatives to decrease wait times.