Role Title: YP Customer Care Consultant

Date Prepared: November 2011

Role Purpose: The Customer Care Consultant is responsible and accountable for resolving inbound customer (internal
and eternal! en"uiries in the first instance and in line #ith or eceeding "ualit$ benchmar%s
Ta%e full o#nership of re"uests and minimise handoffs #henever possible
Consistentl$ provide our customers #ith eceptional service& "ualit$ outputs and deliver #ithin promised
timeframes #ithin a competitive environment
Provide solutions to ensure business ob'ectives are met and eceeded from an overall Customer
(atisfaction& Revenue& Churn and Complaint )inimisation perspective
*nsure active and appropriate engagement to continuous improvement opportunities
+uild and manage relationships #ith internal customers and sta%eholders as a means of improving the
#a$ #e do things and improve the (ensis customer eperience

Decision )a%ing
,uthorit$:
Consultants are empo#ered to ma%e decisions to support the ob'ective of their role - the customer
outcome #hilst achieving %e$ business and operational ob'ectives
,ssess& validate and resolve customer en"uiries utilising effective problem solving s%ills and discretion to
produce re"uired outcomes
The authorisation and authentication of customers as per Compan$ Polic$
Resource )anagement: Direct line reports 0
.ndirect line reports 0
Total (taff numbers / 00
0perating *penditure (ecl
Pa$roll!
1
00200
Pa$roll 1
00200
Direct Revenue ,ccountabilit$ 1
00200
.ndirect Revenue ,ccountabilit$ 1
00200
3e$
Relationships4.nteraction
s:
(.nternal and eternal!
*isting (ensis ,dvertisers
Potential (ensis customers
(ales Consultants
(ales )anagers
,ll ,reas of Production
,ll ,reas of Customer Care
Telstra 5 (ensis Credit
.T 5 +usiness 6elp Des%
3e$ Competenc$
7roups for (pecialists
Information
Management
Task
Management
People
Management
Interpersonal
Management
Personal
Management
,nal$sing Deciding
Problem solving
(haring 3no#ledge
Creating +eneficial
Relationships
(ho#ing
Dependabilit$
Coping
Analysing << Hide
Key Bea!iour"s#: Key A$tion"s#:
,nal$tical Thin%ing +rea%s do#n data in a s$stematic fashion& identif$ing %e$
components and distinguishing bet#een the essential and incidental
,pplies o#n epertise and %no#ledge to situation in order to
effectivel$ anal$se information
Recognises patterns and relationships bet#een different information
in order to get a greater understanding of situation or problem
8nderstands all the components of the relevant information and is
conscious of cause and effects
*valuating .nformation Rationall$ 'udges the available information
9orms an ob'ective picture based on available information
*valuates alternatives through understanding procedure and
conse"uences& recommends or chooses an alternative and
understands the implications of different courses of actions
%e$iding << Hide
Key Bea!iour"s#: Key A$tion"s#:
:or%ing ,utonomousl$ :or%s independentl$ across the parts of a tas% re"uiring specialist
input
Recognises need for and re"uests assistance #hen tas% re"uirements
etend be$ond epertise
.nitiates completion of a tas% on ones; o#n accord
)a%ing Timel$ Decisions Decisions are prompt and clearl$ articulated
.nvestigates the available alternatives and potential ris%s before
ma%ing decisions
Recognises the re"uirements and impacts associated #ith ma%ing a
decision
)a%es decisions #ith consideration for best practice #hen faced #ith
ambiguit$
Delivering *amines ho# the #or% re"uest fits #ithin the overall tas%
)a%es plans for deliver$ in consideration of other #or% re"uirements
Completes #or% to the specifications of the re"uest
*nsures deviations to agreed deliver$ timelines is appropriatel$
escalated and communicated
Pro&lem sol!ing << Hide
Key Bea!iour"s#: Key A$tion"s#:
)anaging the
8nepected
.s proactive in dealing #ith unepected situations and applies a sense
of urgenc$ in addressing
.dentifies ho# the problem came to be %no#n about and incorporates
into the overall solution
Defines #hat parts are contributing to the problem
Diagnoses #hich parts are not operating in the manner that the$ are
re"uired
.mplementing (olutions 7enerates feasible alternatives for resolving the problem
Recognises the impact of solutions on other business areas or
customers
.mplement or recommend the most practical solution
*amines the effectiveness of the implemented solution for resolving
the problem
'aring Kno(ledge
Key Bea!iour"s#: Key A$tion"s#:
*ploring 0ther;s <ie#
Points
Ta%es into account the sensitivities of others
*mpathises #ith others; situations
8ses good "uestioning techni"ues and responds to non=verbal
communication to get needed information
8nderstanding 9inds out the contet of situation (ho#& #hat& #here and #hen! before
deciding on action
(ummarises the information to ma%e sure he4she understands them
correctl$
,s%s for the message to be repeated #hen he4she does not
understand
Transferring 3no#ledge .mplements training for others to learn and develop ne# s%ills
Clearl$ informs users of the details associated #ith particular
applications& processes or products
*plains and sho#s ho# to use a particular application& process or
product
Transfers o#n epertise to allo# others to effectivel$ reach desired
outcomes
Creating Benefi$ial Relationsips << Hide
Key Bea!iour"s#: Key A$tion"s#:
Connecting #ith 0thers Tal%s to others to sta$ #ell informed of developments effecting the
business
8tilise the right channels to obtain information
Pursues and maintains relationships that are beneficial to business
and builds a personal support net#or%
Relating ,cross >evels *stablishes contacts #ith %e$ people at different levels of the
organisation
Develops structures that improve relationships bet#een organisation
levels
(ustains positive relationships #ith colleagues& managers and senior
management
+uilding 8p *ternal
Relations
,pproaches and develops relationships #ith individuals and
organisations that are crucial for the development of the business
*stablishes relationships of trust #ith customers& suppliers and
business partners
'o(ing %ependa&ility << Hide
Key Bea!iour"s#: Key A$tion"s#:
,cting #ith .ntegrit$ Respects confidentialit$ of information and intellectual propert$
(ho#s integrit$ in interactions #ith others
Deals suitabl$ #ith confidential information
<alues people? treats people (#hatever their role! #ith respect and
values diversit$
,cting Dependabl$ )aintains consistenc$ in one;s behaviour and earns credibilit$ b$
delivering results
9acilitates open and clear discussion& listens and responds honestl$&
respects emotions and remains open to the opinions and ideas of
others2
9ollo#s=through& operates #ith integrit$ and delivers on commitments
#hilst behaving consistentl$
(ho#ing (elf=Discipline )aintains self=discipline to complete tas%s as re"uired
9ocuses on #or% priorities
:or%s in accordance #ith the organisation;s epectations
Recognises o#n capabilit$ and re"uests assistance #hen re"uired
Coping << Hide
Key Bea!iour"s#: Key A$tion"s#:
6andling (tress (ta$s calm under pressure
Remains positive #hen faced #ith tough situations
Continues to perform #ell in high=stress situations
Controlling 0neself *nsures that negative feelings do not effect performance
*presses negative emotions constructivel$ or displa$s perception of
calmness #hen stressed
>earns lessons b$ integrating necessar$ improvements into approach
to maimise performance
6andling Criticism 0penl$ listens to feedbac% and criticism #ithout interrupting
.ntegrates advice from the comments made into o#n performance
improvement plans
,d'usts behaviour as a result of 'ustified criticism
0ur <alues and
+ehaviours
(ensis +usiness Principles are underpinned b$ our <alues and +ehaviours& #hich provide further
guidance on the standards of personal and corporate behaviour2
0ur core values describe the #a$ #e do things at (ensis2 The$ are fundamental in ensuring #e achieve
our strategic ob'ectives and vision2
,t (ensis& #e value:
)e !alue
putting
$ustomers
first
I***
(ee%
to
unders
tand
m$
custo
mers;
needs
(et
epect
ations
and
deliver
on m$
promis
es
Deliver
solutio
ns that
meet
m$
custo
)e !alue
taking
initiati!e
I***
>oo%
for
oppor
tunitie
s to
do
things
better
Put
m$
hand
up to
get
things
done
(ee%
soluti
ons
0#n
m$
outco
mes
)e !alue
a$ting (it
integrity
I***
,m
honest
Treat
others
as
the$
#ould
li%e to
be
treate
d
,l#a$
s
consid
er the
impact
of m$
action
s
)a%e
decisi
ons
)e !alue
open
$ommuni$atio
n
I***
(hare
informat
ion
#illingl$
(ee%
out and
listen to
others;
vie#s
.nclude
the right
people
in the
right
convers
ations
Provide
construc
tive
feedbac
% and
)e !alue
(inning
togeter
I***
Plan for
success
and use
our
resource
s #isel$
Team up
#ith
others to
get the
best
outcome
s
(hare
m$
%no#ledg
e and
learnings
#ith
others
9ocus on
the
things
mers;
needs
+uild
long=
term
relatio
nships
and
learn
from
eperi
ence
#ith
our
values
in
mind
#elcom
e
feedbac
% in
return
that
matter
Celebrat
e
achieve
ments =
mine&
$ours
and ours
@ualifications and
*perience epected:
Demonstrated customer service eperience and results
(ound %no#ledge of (ensis products& processes and procedures across Print and Digital
Detailed understanding of the (ensis business
(trong problem solving abilities
Demonstrated abilit$ to identif$ issues& develop solutions and monitor outcomes
Demonstrated abilit$ to effectivel$ #or% in and as part of a team
*cellent sta%eholder management s%ills
*perience in ensuring adherence to continual improvement
,dvanced PC s%ills
6ighl$ developed interpersonal and communication s%ills
6ighl$ motivated and results=oriented
Demonstrated abilit$ to manage tas%s
,bilit$ to embrace& initiate and adapt to change in a constantl$ changing environment
*cellent conflict resolution and negotiation s%ills
Technical (%ills and
,bilities:
:illingness to accept o#nership 5 accountabilit$
,bilit$ to navigate and investigate to accuratel$ and appropriatel$ provide customer outcomes
8nderstand and deliver accurate representation of (ensis ,dvertising Rules& Regulations and Policies
(ound %no#ledge of (ensis products& processes and procedures across the Print and Digital suite
(ound ($stem 3no#ledge
= i7en in particular Case )anagement& +illing& 0rder )anagement domains
= )icrosoft 0ffice ,pplications
= R0. Reporting Tool
,bilit$ to negotiate #ith all levels of the organisation
(trong customer focus and customer relationship management
Time )anagement s%ills
Proven abilit$ to meet deadlines
6igh level of adaptabilit$& personal motivation& enthusiasm and fleibilit$
,bilit$ to #or% as part of a team to achieve team and organisational ob'ectives
(trong verbal and #ritten communication s%ills