Who are we?

TSA is an Australian-owned business specialising 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 endeavour to create experiences that people love, by revolutionising the way they connect and communicate with brands.

What should you expect from us?

•  *27K salary package, plus -
  • Performance based monthly incentive 
• Flexible to both working environments; whether on-site or work from home depending on business needs
• Day shift on a 5am to 4pm, M-F rotating roster
• HMO coverage with free dependent
• Life Insurance Coverage
• Australian Automotive 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 is expected from you?

Consistently delivers “Wow” experiences and services to internal and external customers through multiple channels.

Resolves customer enquiries at the first point of contact in all possible circumstances. Demonstrates appropriate empathy and end-to-end ownership in the efficient and cost-effective resolution of Customer Complaints.

Actively and independently maintains and develops knowledge, business acumen, skills and career development. Complies to and completes all Contact Centre processes.

Contribute to continual innovation and improvement to delight our customers and enhance business practices. Contribute to a high-performance culture which is typified by exceptional Customer Satisfaction, Customer Advocacy and Employee Engagement.

What will you do?

You will professionally address general enquiries for a premium automotive brand's after sales care through various channels, including telephone, direct mail, email, webchat and social media.

These include enquiries regarding: Product, sales and offers/campaigns, Servicing and repairs, Recalls, Online platforms specific to each brand, events, competitions and charity events, general administration such as Dead Mail/Return to Sender mail and ownership changes, Ad hoc campaigns and crisis management (inbound and outbound)

The role will highly leverage on your capability to deal with million-dollar owners, resourcefulness in realizing the best resolution, refined in communication, resilience, and ability to manage a free-flowing conversation.

The role will involve:

• Consistent delivery support of Service Level Agreements (SLA) and high levels of Customer Satisfaction and Advocacy.
• Customer Service through Inbound, Outbound, Complaint Resolution, Fleet, Case Investigations and Goodwill assessments.
• Resolution of customer enquiries at the first point of contact in all possible circumstances.
• Act as the single point of customer contact in all possible cases.
• Completes Loan Car processes as required.
• Ensures all interactions are recorded in the relevant systems with an appropriate level of detail and accuracy.
• Uphold promises made to customers and colleagues in all cases.
• Demonstrate ownership by following-up and keeping stakeholders appropriately informed.
• Demonstrates appropriate empathy and end-to-end ownership in the efficient and cost effective resolution of Customer Complaints.
• Appropriately escalates complaints to the relevant stakeholder to achieve high levels of customer satisfaction and minimise costs.
• Actively collaborate with relevant stakeholders to resolve customer complaints in a manner which results in high levels of customer satisfaction.
• Complete appropriately detailed and qualitative investigations which deliver fair value outcomes to our customers, dealers and business.
• Maintain an up to date knowledge of relevant brand, product, known problem issues, current marketing promotions and procedures relevant to customer enquiries and issues.
• Independently complete and contributes to the Personal Development Plan (PDP) process with an appropriate level of detail.
• Contribute to continual innovation and improvement to delight our customers and enhance business practices.
• Assists the business in the adoption of change.
• Contribute to a high performance culture which is typified by exceptional Customer Satisfaction, Customer Advocacy and Employee Engagement.

This is a great opportunity for those who want to help build from the ground up! We are to looking for passionate, motivated people who want to progress.

This is not for someone who knows it all, instead, an individual who understands the complexity of the role, and is willing to go above and beyond, in finding solutions.

Qualifications

• Excellent verbal and written communication skills
• Must have at least 1 yr Customer Service experience in Telephone/Call, E-Mail, Chat, Social Media and written correspondence in a Contact Centre/BPO environment
• Evolved complaint resolution experience and skill
• Understanding of Consumer Law in retail or manufacturing industries
• Demonstrates high levels of Emotional Intelligence and ability to modify style of customer experience Strong attention to detail
• Strong time management skills
• Ability to multi-task and Accepting of change
• Low risk decision making ability
• Demonstrates high levels of professionalism Consistently constructive With high computer literacy Priority will be given to:
• Must be amenable to work both on-site and from home, as needed by the business
• Successful applicants with valid NBI clearance and government numbers.

Interested to apply? Click the "I'm Interested" button. 

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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