Job Description

Cyient is a global engineering and technology solutions company. As a Design, Build, and Maintain partner for leading organizations worldwide, we take solution ownership across the value chain to help clients focus on their core, innovate, and stay ahead of the curve. We leverage digital technologies, advanced analytics capabilities, and our domain knowledge and technical expertise, to solve complex business problems.
With over 15,000 employees globally, we partner with clients to operate as part of their extended team in ways that best suit their organizations culture and requirements. Our industry focus includes aerospace and defence, healthcare, telecommunications, rail transportation, semiconductor, geospatial, industrial, and energy.

• As a customer service consultant, you utilise your knowledge of the clients processes and systems to support the activation of customer services and efficiently remediate issues and problems that may arise during the order lifecycle to minimise impact to customers.
• About the Role:
• Apply knowledge of the clients processes and systems to independently manage a customers order throughout its life cycle, whilst keeping the customer informed of progress through call & message channels.
• Coordinate with supply chain department to initiate dispatch of devices in a timely manner and ensure activation of these devices prior to delivery at the customers premises.
• Demonstrate strong verbal communication skills when contacting customers about expected delivery times, changes to delivery schedules and following up on device returns.
• Ability to flex across multiple areas of the order management process in response to changes in demand and manage multiple queues concurrently to ensure orders are processed in a timely manner.
• Managing incoming requests from other departments through call and email channels, being able to respond effectively with clear and concise communication.
• Able to support our onshore staff to manage overflow calls from our customers during peak times and weekends.
• Utilise documented processes and work instructions to efficiently navigate across multiple Telstra systems whilst processing orders, identifying, and communicating opportunities to enhance processes and procedures where applicable.
• Successfully complete of all mandatory learning and training to maintain and apply the necessary skills and knowledge required to provide current information and accurate advice to customers in line with legal & regulatory requirements
• Comply with HSE policies and standards to role model safe and responsible behaviours, minimise risks and demonstrate a commitment to your own safety and the safety of others

Skills required:

• Strong written and verbal communication skills
• Ability to work autonomously - Highly self-disciplined
• Some level of previous call centre or customer management experience is highly desirable
• Effective and efficient use of all relevant systems to access information and provide relevant solution for the customer
• Excellent time management skills with ability to meet respective performance measures
• Tech savvy and ability to navigate through multiple systems and applications
• Troubleshooting skills in managing and resolving customer issues and queries succinctly
• Have the ability to multitask while on the phone with customers
• Note capturing and typing skills

Skills & Experience Call Center, Communication, Customer Follow-Ups, Customer Relationship Management (CRM), Customer Service, Multitasking, Oral Communications, Standard Operating Procedures (SOPs), Taking Initiative, Time Management
Cyient is an Equal Opportunity Employer.

Cyient recruits, employs, trains, compensates, and promotes regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, veteran status, and other protected status as required by applicable law. We are proud to be a diverse and inclusive company where our people can focus their whole self on solving problems that matter.