Customer Service Representative
Serco Australia Australian Tax Office
01.2016
- Deliver high level of service and support to customers
- Direct phone calls to steer conversations towards targeted solutions
- Met productivity and quality goals to achieve KPIs
- Navigation of multiple systems to identify issues
- De-escalate customer complaints using specialised communication techniques
- Maintain detailed client interaction notes and other relevant paperwork, entering data into company CRM
- Building up strong product knowledge to provide customers with efficient and high-quality experience.
- Maintain high level KPI's
- Streamlined call center processes for improved efficiency and reduced wait times
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business