Dilijune Cherish Puatolo

• Captured jobs aligned with priority categories and specified customer response times.

• Ensured immediate, high-quality replies to enhance customer satisfaction.

• Evaluated customer inquiries and captured all relevant details.

• Addressed service delivery issues and suggested improvements.

• Responded to all incoming communications within SLA.

• Jobs were reassigned to the eligible Business Support Coordinator.

• All incidents are reported, and any resulting recommendations are actioned.

• All faults are correctly logged under the appropriate site, priority and contract.

• Order numbers are obtained for each “Private Customer” job raised in ‘Connect’.

• Third Party related activities are appropriately logged and reported.

• Ensure any task that needs to be escalated to a higher level is done in a timely manner and that all required personnel (internal or external) are notified.

• Perform any other reasonable duties as needed by the business

• Handled the sorting and processing of customer mail and parcels.
• Delivery of non-signature items and recording of signature required items
• Processing of customer card to call and items
• Recording of freepost revenue and short paid items
• Distribution of unaddressed mail items
• Dispatch of courier collection items
• Audit checks for mail processing accuracy
• Responsible for providing correct information concerning NZ Post services to all customers
• Deals with queries efficiently, minimizing escalation where possible
• Ensured a positive customer experience through professional interactions.
• Completes customer Domestic and International sales through NZ Post’s retail system – this may include postal and courier services and includes acceptance scanning of tracked items
• Deals with complaints from customers in a professional manner ensuring a positive experience for the customer and to provide the best possible outcome customers and NZ Post
• Responsible for responding to customer complaints within one hour or escalating to the appropriate team member by the next business day
• Calls received are actioned according to the set procedures
• Ensure enough data is collected from the caller to start queries without having to unnecessarily contact the person to find out more
• Follows company procedure in processing undeliverable items ensuring they are processed in a timely fashion, targeting within a three-day turnaround

• Ability to deliver signature Customer Experience through interactions from stakeholders, via customer channels, including phone and online with service level requirements
• Provide factual and accurate information to stakeholders in resolving the reason for their contact, including what the Next Steps are as well as providing claim updates on a regular basis
• Invoice Processing
• Ad hoc administration tasks as required by the business

• Responsible for delivering outstanding QSC, sales, people practices and profit on shifts
• Supervise employees to ensure that restaurant operations and procedures are adhered to
• Engage with Crew and fellow managers to deliver great business outcomes
• Comply with restaurant safety and security standards which includes investigating all incidents and implementing corrective actions to ensure a safe working environment for all employees and customers
• Escalate safety and security matters to the Restaurant Manager where necessary