What's the job?

A bit of a low down...

The main function of a Sales Support Representative is to support our Dealer Channel with all their queries including credit checks, activations and reviewing referred applications via an inbound queue.

Main areas you are responsible for:

• Answering enquiries from Dealers and State Managers by phone, e-mail and fax correspondence and following through on all queries within set service level objectives.
• Issue upgrade approvals to Dealers and follow up through to completion.
• Process SIM Orders:
  Including: the filling of SIM Orders and completing SIM Audits in an accurate and timely manner. Provide regular reports on SIM usage to internal department, tracking missing stock.
• Credit checking and connecting GSM mobile phones and associated value added services.
• Preventing fraudulent connections through enforcing identification procedures.
• Ensure data entry accuracy.
• Liaising with internal SIMplus departments to assist the Dealers in managing and retaining their customer database.
• Liaising with Dealers and State Managers to assist in dispute resolution.
• Adherence to the Confidentiality Rules and the Privacy Act.
• Respond to referred and declined Mobile Phone applications via e-mail from Dealer Channels within set service level objectives.
• Investigate possible matches and liaise with Baycorp Advantage regarding the outcome.
• Ad-hoc administration tasks relating to these areas.

The Key Performance Indicators are:

Performance will be monitored on an ongoing basis and will be measured against key result areas including:

• Continually maintain an adherence level of 97% or higher.
• Login time to be at least 7 hours per day.
• Average call handling time of a maximum of 325 seconds
• To ensure that all calls fit into the acceptable call quality parameters with a maximum score of 90%.
• No proactive use of unavailable.
• To have a sense of urgency to ensure that 80% of calls are answered within the first 30 seconds.
• Average referral turnaround time of 250 seconds whilst remaining on available.
• Company Values: Team Work, Challenge Conventions, Empowerment, Integrity and Passion.
• Meet or exceed all other KPIs as defined by Sales Support Manager.

Your day to day contacts:

• Dealer principles and their staff
• State Managers
• Credit
• Customer Service
• Administration
• Connections
• MNP
• Marketing

Your qualifications & qualities

• Customer Service focus and commitment.
• Shows initiative is flexible with a “can do” attitude and a sense of urgency.
• Attention to detail.
• Self-starter, highly motivated and a team player.
• Reliable.
• Ability to work under pressure.
• Professionalism displayed in appearance, attitude and work behaviour.
• Approachable open communicator.
• A background in Mobile Telecommunications.

• Excellent verbal and written communication skills.
• Computer literate in Windows applications.
• Sound conflict resolution skills and problem solving ability.
• Stress management.
• Strong Time Management Skills
• Experience in a call centre environment.
• Strong negotiation skills.
• Aligns with Company Values.

Sound like the gig for you? Send your application to recruitment@virginmobile.com.au. Quote ref: "Hey I wanna join your Sales Support team!!"