Athena Schuster

Responsible for responding to inbound emails from Fly Buys members and answering general Fly Buys queries.

Responsible for redeeming rewards on behalf of Fly Buys members, subject to point availability and member entitlement.

● Responding to inbound emails from members/participants.
● Identify the member/ participant needs to concerns.
● Assisting with any queries with courtesy and efficiency.
● Provide acceptable solutions and pass on member concerns to Team Leaders.
● Explain any special conditions for booking a Fly Buys award in a manner that can be clearly
understood by the member.
● Meeting required K.P.I’s (Key Performance Indicators).
● Responsible for regularly updating reference material.
● Attend one on one’s and team meetings.
● Actively participate and contribute to team meetings.
● Update database with point allocation.
● Ensure you do not discriminate against, harass or bully co-workers, prospective co-workers,
Probe sub-contractors, visitors, clients or customers and ensure you treat people with
fairness and respect in the performance of your duties.
● Ensure Business Management System policies and procedures are adhered to
● Ensure Workplace, Health and Safety policies and procedures are adhered to
● Ensure Security policies and procedures are adhered to
● Ensure a safe, healthy and sustainable workplace for all employees and contractors, report
workplace
● hazards, and provide a safe and positive workplace.
● Complete all necessary training requirements and professional development opportunities.

Systems Processes & Policy
● Ensure all policies & procedures are adhered to, including compliance obligations
● Contribute to improvements in function / team

● Ensure compliance within function / line of business

Client & Stakeholders ● Establish & maintain effective working relationships with Managers & peers

Problem solving and conflict resolution skills

● Excellence in service delivery

● Proficient written and oral communication skills

● Ability to analyse data

● Ability to motivate and lead teams

● Sound business acumen

● Ability to build relationships & work collaboratively with clients and organisational peers

● Efficient and accurate typing ability

● Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion

● Addresses and resolves conflict constructively

● Ability to build rapport quickly and effectively

● Maintains service quality under time pressures

● Commercial Aptitude

● Attention to detail ● Negotiation skills

● Analytical skills

Qualifications and Typical Experience:

● Certificate 3 in Customer Service (desirable)

● Substantial experience within similar role

● 2 years plus experience in a customer service / sales position or related industry (desirable)

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored participant workflow and behaviors throughout training process.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
• Tracked attendance and progress against goals for each participant.
• Assessed student needs to develop effective training plans.
• Identified and solved internal problems related to employee turnover by revamping training approaches.
• Recruited and trained new members of guest service team.
• Handled over daily clients, switching between classes flawlessly and maintaining positive attitude.
• Resolved complaints to satisfy customers and encourage future transactions.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
• Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
• Eliminated process gaps by implementing new methods of standardized training.
• Recognized and tapped talented staff to fill key positions and maximize productivity.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Package changes for customer accounts.
• Billing solving - Payment arrangements and showing how much balance they have to pay and clear from there account
• Live Chat
• Emails - Cases on Sales force.
• Trainer for NZ and Manila

• Responsible for:

The Customer Service Agent's primary role will be handling inbound calls from New Zealanders
and assisting with resolving queries and complaints in a professional manner whilst
adhering to all Probe Group and client policies, procedures, directions and meeting their
expectations.
Customer Service Agent's will be responsible for delivering a high level of customer service in all
customer and client interactions as well as provide valuable customer feedback to Probe and our
client,to assist with business insights and ongoing improvement initiatives.

• Main Activities and Responsibilities:

● Action voice (inbound and outbound) & email interactions
● Action back office/admin tasks related to duties
● Completing ad-hoc tasks as requested by Probe management team
● Provide customer feedback and trends to Team Leader & Contact Centre Manager to assist
● with operations and business improvements
● Alert Team Leader or Managers to any impediments to campaign, client or operational
● deliverables
● Strive to exceed expectations and deliver a high level of customer service to all customers
● and clients
● Develop a high level of subject matter knowledge
● Actively participate in Team Meetings
● Adhering to clear desk, PCI and privacy policies
● Ensure integrity and confidentiality of customer details & transaction information entered
into any system
● Ensure security policies and procedures are adhered to
● Ensure a safe, healthy and sustainable workplace for all employees and contractors, report
workplace hazards, and provide a safe and positive workplace.
● Complete all necessary training requirements and professional development opportunities.

• Core Competencies:

Leadership
● Adjust own work practices to support change
● Manage own performance and development
● Role model and hold others accountable for demonstrating our values
Systems Processes & Policy
● Ensure all policies & procedures are adhered to, including compliance obligations
● Contribute to improvements in function / team
● Ensure compliance within function / line of business
Client & Stakeholders
● Establish & maintain effective working relationships with Managers & peers
Financial
● Display cost awareness

• Responsible for:
  Representing the renowned Australian brand - Kmart - this phone and email based campaign will see you assisting customers who are shopping online for store products and helping to resolve their enquiries. There will be both inbound phone based roles and roles handling email traffic.
  Main Activities and Responsibilities: ● Handle inbound calls and emails from Kmart Online customers ● Liaise with stores to assist in the delivery of the orders to customers ● Occasional outbound calls to coordinate the delivery of items to customers ● Email communication to stores following calls from customers, where applicable ● Process and respond to customer emails via templates ● Escalate any queries or complaints to your supervisor immediately ● Data entry is performed with high accuracy ● Adhere to team schedule ● Ensures the set target is achieved for quality assurance ● Attend and actively participate in all team meetings, scheduled one on ones and coaching sessions ● Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace. ● Complete all necessary training requirements and professional development opportunities.

• Inbound:
  - Answering inbound calls
  - Providing tracking updates on online order deliveries
  - Checking stock availability online and instore
  - Lodging customer compliments and complaints
  - Placing online orders for customers over the phone
  
  Floorwalker:
  - Managing the floor/new agents at entry level. Answering any questions they have to assist with customer calls.
  
  Admin:
  - Answering emails regarding stock availability, order updates, lodging customer complaints and compliments
  - Processing refunds, replacements for any order issues.
  - Managing social media platforms for the business: Facebook and Instagram
  - Escalating complaints and compliments to Head Office personnel

• Data Cleansing:
  
  
  Summary: I worked on behalf of American Express for the Data Cleanse campaign. Making outbound calls to Australia and making sure that the details we had on file were up to date. Also had multiple jobs to help other teams in AMEX with side jobs they needed help with.
  Key skills and duties:
  
  • Respond to questions and concerns about service, and escalate calls appropriately
  • Consistently improve customer satisfaction through expert resolution of conflicts, issues, and
  concerns
  • Excellent interpersonal communication skills, both written and verbal
  • Make outbound customer calls to promote and sell service.
  • Create, maintain and update database of customers with complete information and emails.
  • Record outbound call history and customers response in detail.
  • Handle customer needs and requirements.
  • Respond to customer inquiries and resolve.
  • Refer customers' needs or inquiries to appropriate departments like sales, marketing,
  administrative or other departments.
  • Assist and support sales, marketing or other departments in handling customer requests and
  needs.
  • Build rapport and maintain good customer experience
  Skills
  
  Communication & Listening Skills
  Well Presented
  Great Motivation
  Positive Outlook
  Self Control & Discipline
  Work well with people & enjoy doing so
  Great Personality
  Effective Problem Solving
  Hard Working
  Always strive for the best

• Duties include:
  Freezer duties
  Meat Packer
  Laborer
  Clean Up
  Heavy Lifting
  Receive Goods ( Checking them off and accepting or rejecting them if they are good or not
  Butchering and Cashier.
  
  Awards received
  Free meat or Bonuses such as money given or pay rise