Who are we?

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

What should you expect from us?

• Fixed day shift & weekends off on a rotating roster, Monday - Friday, 7am - 4pm (potential overtime shifts)
• A predominantly on-site role however, must be amenable & capable to work from home as needed
• Shortened probationary period to 3 mos (early regularization)
• HMO coverage with free dependent
• Life Insurance Coverage
• Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
• We promote within the company! Look no further to take the next step in your career
• Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!

What will a normal day look like?

The Sales Support Officer / Customer Service Representative is responsible for being the last line of defense against anomalies to a customer’s order. This could include; inaccurate provisioning of an order, the customer enduring a bad experience, ensuring customer has been provided with accurate and clear information and saving customers and orders where applicable.

The Sales Support Officer is to maintain and deliver great customer experience while conducting investigations, resolving orders, handling high-risk customers, dealing with complex order and customer queries.

The Sales Support Officer is to also provide recommendations or feedback (where applicable) to Operations Leaders if they come across any gaps. The Sales Support Officer also may be required to assist with ad-hoc tasks or projects where requested.

You will be responsible for the maintenance and delivery of:

• Quality & Compliance – adhere to all TSA and Telstra guidelines.
• Resolve Expired and BOH investigations
• Escalating errors if they cannot be fixed
• Resolve inbound investigation calls
• Provide assistance as directed on ad hoc tasks and projects

Essentials

• Contact Centre knowledge – technical and workflows, best practice, internal and external awareness of contact centres
• Conflict Resolution skills and Escalation Management
• Communication Skills (written & verbal)
• Openness and willingness to learning and continuous development
• Good Character – Respectful, open, honest, transparent and authentic, with integrity
• Personable with a positive attitude and sense of humour
• Understands the key to our success is through coaching and development
• Highly motivated, goal orientated, focused and driven
• Belief that an excellent customer experience and advocacy is paramount
• Confidence, resilience and calmness under pressure within a fast paced environment
• Courage to makes mistakes, learn from them and deal with issues head on
• A flexible & consistent approach
• Innovative, creative and visionary
• Technology literate
• Proficient in Microsoft Office
• Leadership presence - Committed to regular quality interactions with the team

Desirable

• Sales Experience
• Customer Service Experience 
• Contact Centre Experience

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*Terms & Conditions apply

At TSA, the health, safety and well-being of our team is our number one priority!
In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.

We take our responsibility to protect the health and well-being of our team and our community very seriously.

IMPORTANT: In our pursuit to continuously ensure the health and safety of everyone in our site , and in compliance with the IATF Resolution No. 148-B, please be advised that all employees required to report onsite whether for training or regular work will need to present proofs of any of the following:
1. Full vaccination;
2. Partial vaccination provided that the 2nd dose is not overdue; 
3. Negative Result of RT-PCR test – applicable for unvaccinated or with overdue 2nd dose of vaccine

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Philippines Office address:

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300