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TRUenergy Role Description
General Details
Position Title: CS - Energy Consultant (CIC Level 1)
Position ID: RD1783
Reports To: Team Manager - CIC (RD1864)
Department: Retail - Call Centre
Role Purpose
The Energy Consultant, is primarily responsible for the management of customer calls, for dealing with a broad range of requests, for the resolution of problems in a professional, ‘customer focused’ manner and the achievement of specified team and individual accountabilities
Internal Relationships
Team Manager - CIC
CS - Energy Consultant (CIC Level 1)
CS - Senior Energy Solutions Consultant (CIC Level 4)
CS - Senior Energy Consultant (CIC Level 2)
CS - Energy Solutions Consultant - (CIC - Level 3)
Role has no Direct Reports
Key Accountabilities
Accountabilities Performance Measures
1. INBOUND CALLS
Be the first point of contact for TRUenergy’s customers by handling a variety of inbound calls, providing information and resolving customer queries regarding TRUenergy’s products and services and wherever possible, handle the customer query in the one call/interaction. Indicative calls handled by the position:
Account Enquiries
Energy Payment Methods
Energy Payment Assistance
Energy Concessions
Basic Bill Calculations
Basic Campaign/Product enquiries Inbound call statistics are achieved as agreed.Quality assessment – minimum target of 80%
2. CUSTOMER RETENTION
Deliver high quality customer service by:Investigating and resolving customer enquiries to the mutual satisfaction of the customer and TRUenergy. At all times try and offer solutionsUnderstanding and applying knowledge on the policies and procedures provided by TRUenergy.
Provide advice to customers on TRUenergy’s products and services
Identify campaign driven ‘sell ons’ for customers and refer to appropriate sales team Quality assessment – minimum target of 80%
< 5% of total calls escalated
3. SYSTEM ADMINISTRATION
Administer and maintain as current Customer information in TRUenergy’s customer facing systems.
Key tasks include;
Updating and maintaining customer accounts
Adjustments
Customer notes
Customer follow ups through query time
Entering of wrap up codes Customer notes are clear and concise and completed for all customer interactions where the customer’s account is accessed with the exception of credit card payments
100% of account changes accurately completed within appropriate timeframes
4. Support the overall effectiveness of the business by:
Modelling behaviours consistent with TRUenergy's values
Complying with and supporting TRUenergy's Code of conduct and policies
Contributing to team effectiveness
Engaging in performance and career development processes
Complying with regulatory, health, safety and environmental requirements Each month demonstrate an achievement of one or more of TRUenergy's values by completing a self evaluation form
Demonstrate continuous commitment to H & S procedures by ensuring safe work practices are maintained. H & S checklist completed monthly.
5. QUALITY, MEASUREMENT AND CONTROL
Assist the CIC Team in maintaining a Quality Business Approach and compliance with the Quality Standards as prescribed under ASNZ/ISO 9002 Adhere to the established administration processes and guidelines
Contribute to process improvement initiatives
6. TEAMWORK / WORK GROUP MEETINGS
Play an active role as a member of the Customer Interaction Centre Team
Assist other team members by being helpful, swapping shifts
Attend scheduled workgroup meetings
Actively participate in WGMs. Ask questions, share ideas Team feedback
Internal client satisfaction
Attends all scheduled team meetings
Core Competencies
Business Acumen
L4 - See a problem from different perspective
- Understand simple cause and effect relationships in assessing an issue
Customer Focus
L4 - Clearly understand who the customer is in relevant situations
- Demonstrate knowledge of products and services for which you are responsible
- Make decisions and act with the customer in mind
Drive for Success
L1 - Act entrepreneurially to make bottom-line gains and create shareholder value
- Champion innovation and creative integration of different ideas and perspectives
- Have a sense of urgency about achieving business goals
Initiative
L4 - Demonstrate initiative when the opportunity presents itself
Teamwork
L3 - Acknowledge the contribution of others
- Share own knowledge, skills and experience
- Speak positively about other team members, both publicly and privately
Role Competencies
Competency Performance Criteria
1. ACTIVE LISTENING - L3
The provision of service excellence by: ensuring essential information is obtained to confidently diagnose and solve customer and staff issues Concentrates on customer
Listens without interrupting
Asks questions to clarify and verify information
Conveys empathy and understanding for customers situation
Paraphrases customer concerns/requirements to ensure understanding
2. VERBAL COMMUNICATION – L3
Articulating customer’s needs and promoting TRUenergy’s products and services confidently and assertively. Projecting professionalism in conveying TRUenergy’s policies and procedures to ensure they are understood. Uses voice to creat and hold interest
Projects confidence and professionalism
Speaks with positive tone of voice
Chooses appropriate words and correct grammar
Speaks clearly and at appropriate rate
Maintains pitch and volume
3. PROBLEM SOLVING – L3
Understands and responds to the real, underlying customer requirements. Rapidly identifies solutions by applying knowledge of TRUenergy's products and services. Adds value by exceeding customer expectations Learns new skills & ideas relatively quickly and systematically organises information to identify solution
Asks questions and collects relevant information from the customer to aid in solving a problem or in answering their questions
Works cooperatively and productively with others to achieve optimum results
4. SYSTEMS AND TECHNOLOGY USE – L3
Applies technical knowledge, skills, experience and judgement to implement technology solutions to maximise operational effectiveness Displays working knowledge of business systems and related packages
Navigates systems quickly and accurately
Exhibits required Keyboarding skills
Accesses data efficiently
5. TELEPHONY – L3
Ensuring the provision of excellent customer service via the telephone which delivers competitive advantage and maximises opportunities for customer retention and acquisition. Makes positive first impression
Communicates in a courteous manner
Employs a customer oriented telephone manner to develop and maintain the image of the organisation
Solves a range of straight forward enquiries, relaying readily available and procedural information
Excels in satisfying the customer
Mandatory Requirements
Education/Qualifications/Licences
It is preferred that the successful applicant have had 1 – 2 years of inbound Call Centre experience.
Alternatively, the successful applicant may have come out of a frontline customer service role in an administration, service, sales or finance environment.
Desirable Requirements
Indicative Knowledge, Skills & Experience
Highly developed interpersonal, presentation and communication skills
Self motivated and willing to contribute to a team environment
Be customer focused
Be an effective team member
Have demonstrated time management skills
Have demonstrated negotiation skills
The ability to accept change and assist in the introduction of new systems and technologies
Mentoring skills
Demonstrated computer knowledge in the following computer packages Word 97, & Excel 97
Typing skills of 35 words per minute with 95% accuracy
Tutoring skills
Time management skills
Utilisation of appropriate computer based systems.
Delegations & Authorities
Operating Expenditure
Capital Expenditure
Other Authorities
Role Dimensions
Operating Budget
Staff Numbers
Geographic Span
Other
Special Requirements
Any other information of importance (eg. Involves Travel, Shift Work etc)
The position is based at Whittlesea
Version 0 3/28/2006
TRUenergy Procedure Draft 180203 UNCONTROLLED WHEN PRINTED |
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掏几张旧风光照片上足迹来晒晒。 (2008-11-5) kur7 
发表于 2008-7-2 09:29
