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CRM System ManagementAccurately entering, updating, and retrieving customer records within CRM platforms such as Salesforce or HubSpot. Core Escalation ManagementIdentifying situations that require senior intervention and escalating cases appropriately while maintaining clear communication with all parties. Core Feedback Collection and ActioningGathering feedback from customers or clients and using insights to inform service improvements and individual performance development. Core Goal Setting and PlanningCollaborating with clients or team members to establish clear, achievable goals and develop structured plans to work toward them. Core NegotiationReaching agreements through discussion, compromise and persuasion while protecting interests. Core Net Promoter Score (NPS) AnalysisCollecting, interpreting, and acting on NPS feedback to improve customer satisfaction and loyalty outcomes. Core Onboarding SupportAssisting new clients, participants, or staff through initial registration, orientation, and setup processes to ensure a smooth start. Core Process Improvement IdentificationRecognising inefficiencies or gaps in existing workflows and contributing ideas to improve processes, reduce errors, and enhance service delivery. Core Quality Assurance MonitoringReviewing customer interactions or processed work against quality standards to identify errors and opportunities for improvement. Core Reporting and AnalyticsCompiling and interpreting operational data to produce reports that inform team performance and service improvement decisions. Core SLA and KPI AdherenceConsistently meeting service level agreements and key performance indicators related to response times, resolution rates, and quality scores. Core Stakeholder CommunicationEngaging effectively with a range of internal and external stakeholders including clients, providers, and team members to share information and coordinate outcomes. Core Team CollaborationWorking cooperatively with colleagues across teams and departments to achieve shared goals and deliver consistent service outcomes. Core Complaint HandlingManaging customer or client complaints professionally and empathetically to reach fair and timely resolutions in line with organisational policy. Conflict De-escalationApplying verbal and non-verbal techniques to calm distressed or agitated customers and redirect conversations toward resolution. Multichannel Customer SupportManaging customer interactions across phone, email, live chat, and social media channels simultaneously and consistently. Power BI Reporting and DashboardsInterpreting and building operational dashboards in Microsoft Power BI to support data-driven decision-making in operations roles. Process DocumentationWriting clear and accurate standard operating procedures and process guides to support team consistency and training. Regulatory and Legislative AwarenessMaintaining working knowledge of relevant Australian legislation, regulations, and industry standards that govern service delivery and workplace conduct. Report WritingPreparing structured, factual, and professional reports that communicate findings, recommendations, or case summaries to relevant audiences. Risk IdentificationRecognising potential risks to clients, operations, or compliance and flagging these for review or mitigation in a timely manner. Upselling and Cross-SellingIdentifying opportunities to introduce customers to additional products or services that genuinely meet their needs during interactions. Verbal CommunicationConveying information clearly and professionally in spoken interactions across phone, in-person, and virtual environments.
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