Apr 2008 - Jul 2011 |
| Company name: | Internode Pty Ltd | | Location: | Adelaide, Australia |
| Industry: | Customer Service & Call Centre | | Company size: | 501-1000 employees |
| Company web site: | http://www.internode.on.net |
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| Job Title: | Support Relationship Officer | | Job Type: | Full-Time | | Position Department: | Other | | Closest Job Role: | Other | | Summary: | Investigations Team | | Detailed Description: | Key tasks included:
• Investigate ordering, provisioning and fault management issues escalated via phone, email or ticketing system from Internal and External Customers.
• Escalate and manage ordering, provisioning and fault management issues with the relevant Wholesale Provider’s department.
• Report systemic issues with ordering, provisioning and fault management issues processes to the Investigations Team Leader for resolution.
• Proactively communicate the status of ordering, provisioning and fault management issue with Internal and External Customers.
• Investigate TIO complaints to determine the root cause and ensure the fault has been rectified.
• Proactively communicate with the Customer to reach a mutually agreed solution to their TIO complaint.
• Respond to TIO information requests within the due dates with all required information and investigation summary.
• Investigate Law Enforcement requests to determine what information they require.
• Liaising with Internal Teams to gather the required information for Law Enforcement requests.
• Respond to all Law Enforcement requests within committment times. |
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