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发表于 2-7-2008 10:49:28
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TRUenergy Role Description
General Details
Position Title: New Business Consultant
Position ID: RD1786
Reports To: NBSC Team Manager (RD1090)
Department: Retail
Role Purpose
The New Business Consultant, is responsible for the management of a variety of customer acquisition calls
including new customer and change of occupancy calls. The position is also required to resolve product and
service queries in a professional, ‘customer focused’ manner, as well as to work diligently towards achieving
specified team and individual accountabilities.
Internal Relationships
NBSC Team Manager
New Business
Consultant
Senior New Business Consultant
CS - New Business Solutions
Consultant (NBSC - Level 3)
CS - Senior New Business Solutions
Consultant(NBSC- Level 4)
Role has no Direct Reports
Key Accountabilities
Accountabilities Performance Measures
1. INBOUND CALLS
Be the first point of contact for TRUenergy’s
new and potential churn customers, providing
information regarding TRUenergy’s products
and services, and handling potential churn
calls that result in either customer retention
(existing customer) and or acquisition (new
customer).
I
ndicative calls handled by the position:
- New Customer ‘touchpoint’ calls
- Change of occupancy calls
*Inbound call scripts are adhered to 100%
*Inbound call statistics are achieved as agreed.
*Agreed acquisition targets are met*
Quality assessment – minimum target of 80%
2. CUSTOMER AQUISITION
Deliver high quality customer service by:
I
nvestigate and resolve customer enquiries to
the mutual satisfaction of the customer and
TRUenergy, striving at all times to try and offer
solutions that result in either retention or
acquisition.
Understanding and applying knowledge on the
policies and procedures provided by
TRUenergy.
*Agreed acquisition targets are met
*Quality assessment – minimum target of 80%
*< 5% of total calls escalated
*Number of conversions for transfer outs
Converting opportunities to upsell and crossell
TRUenergy’s products and services
3. SYSTEM ADMINISTRATION
Administer and maintain as current Customer
information in TRUenergy’s customer facing
systems. Key tasks include;-Account set ups
in SAM-Production of quotes and contracts
*Customer records, new and existing are maintained as
current
*New accounts or account changes are made same day.
4. BUSINESS EFFECTIVENESS
Support the overall effectiveness of the
business by:
-Modelling behaviours consistent with
TRUenergy values
-Complying with and supporting TRUenergy’s
Code of conduct and policies
-Contributing to team effectiveness-Engaging
in performance and career development
processes
-Complying with regulatory, health, safety and
environmental requirements
*Continually demonstrate an achievement of one or
more of TRUENERGY values.
*Demonstrate continuous commitment to OH & S
procedures by ensuring safe work practices are
maintained. OH & S checklist completed monthly.
5. QUALITY, MEASUREMENT AND CONTROL
*Assist the NBSC Team in maintaining a
Quality Business Approach and compliance
with the Quality Standards as prescribed
under ASNZ/ISO 9002
*Adhere to the established administration processes and
guidelines
*Contribute to process improvement initiatives
6. TEAMWORK/WORK GROUP MEETINGS
Play an active role as a member of the NBSC
Team by:
*Assisting other team members by being
helpful, swapping shifts
*Attending and actively participating in WGMs.
*Asking questions, sharing ideas
*Team feedback
*Internal client satisfaction
*Attends all scheduled team meetings
Core Competencies
Business Acumen
L4 - See a problem from different perspective
- Understand simple cause and effect relationships in assessing an issue
Customer Focus
L4 - Clearly understand who the customer is in relevant situations
- Demonstrate knowledge of products and services for which you are responsible
- Make decisions and act with the customer in mind
Drive for Success
L4 - Be responsive to the needs of other employees, customers, suppliers and the broader community
- Measure own performance against internal and external benchmarks
- Show tenacity and optimism to complete a job well
I
nitiative
L4 - Demonstrate initiative when the opportunity presents itself
Teamwork
L4 - Deliver on promises
- Share information and acknowledge and assist others to help achieve team objectives
Role Competencies
Competency Performance Criteria
1. ACTIVE LISTENING - L3
The provision of service excellence by:
ensuring essential information is obtained to
confidently diagnose and solve customer and
staff issues
*Concentrates on customer
*Listens without interrupting
*Asks questions to clarify and verify information
*Conveys empathy and understanding for customers
situation
*Paraphrases customer concerns/requirements to ensure
understanding
2. SALES – L3
Pro-actively manages customer interactions
via the telephone seizing opportunities to
cross-and up-sell TRUenergy’s products and
services. Maximises opportunities for
customer acquisition and retention whilst
promoting cost effectiveness
*Uses opening statements that create interest
*Asks questions to assess customers needs
*Handles objections by problem solving
*Moves through stages of the call
*Acts on cross and up selling opportunities
*Handles rejections from customers positively
*Demonstrates effective closing skills
3. PROBLEM SOLVING – L3
Understands and responds to the real,
underlying customer requirements. Rapidly
identifies solutions by applying knowledge of
TRUenergy’s products and services. Adds
value by exceeding customer expectations
*Learns new skills & ideas relatively quickly and
systematically organises information to identify solution
*Asks questions and collects relevant information from
the customer to aid in solving a problem or in answering
their questions
*Works cooperatively and productively with others to
achieve optimum results
4. REGULATORY AWARENESS – L3
Ensures all staff are aware of the importance
of the regulatory and statutory requirements
governing energy businesses and the
implications of non-compliance.
*Ensures work is congruent with regulatory requirements
*Understands the importance of working within the
regulatory and statutory requirements and strictly adheres
to TRUenergy policies and procedures
*Understands who are the key recipients of their services,
products or other initiatives.
*Confidently and assertively conveys TRUenergy policies
and procedures in line with regulatory requirements when
dealing with internal and external customers, building
intermediaries and suppliers.
5. PRODUCT KNOWLEDGE – L3
Ensure all employees are equipped with the
information and knowledge to deliver solutions
to meet customer’s needs and to pro-actively
promote the features and benefits of
TRUenergy’s products and services.
*Displays knowledge of products and services
*Responds to questions regarding products and services
*Matches products and services to customer needs
*Understands how products and services can solve
customer problems
Mandatory Requirements
Education/Qualifications/Licences
It is preferred that the successful applicant have had 1 – 2 years of inbound Call Centre experience.
Alternatively, the successful applicant may have come out of a frontline customer service role in an
administration, service, sales or finance environment.
Desirable Requirements
Indicative Knowledge,Skills & Experience
Ability to develop a good understanding of TRUenergy’s products and Services
Basic sales skills
Well developed interpersonal, presentation and communication skills
Self motivated and willing to contribute to a team environment
Be customer focused
Be an effective team member
Have demonstrated time management skills
The ability to accept change and assist in the introduction of new systems and technologies
Demonstrated computer knowledge in the following computer packages; Microsoft Office 2000
Typing skills of 35 words per minute with 95% accuracy
Delegations & Authorities
Operating Expenditure
Nil
Capital Expenditure
Nil
Other Authorities
Nil
Role Dimensions
Operating Budget
Nil
Staff Numbers
Nil
Geographic Span
Nil
Other
Nil
Special Requirements
Any other information of importance (eg. Involves Travel, Shift Work etc)
The position will be based at Bourke Street, Melbourne CBD
Version 0 3/14/2006
TRUenergy Procedure Draft 180203 UNCONTROLLED WHEN PRINTED
[ 本帖最后由 tanshen 于 2-7-2008 09:54 编辑 ] |
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发表于 2-7-2008 10:48:05
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