1. Position Description - Senior Customer
Service Representative
Position Description – Senior Customer Service Representative 1
Position Title Senior Customer Service Representative
Department Customer Service
Reports to
Customer Service Manager
Senior Customer Service Manager
Direct Reports Nil
Position Summary & Environment
To build advocacy in iiNet’s customer base by delivering awesome Customer Service at every contact with all
customers, both internal and external.
The Senior Customer Service Representative position operates in a fast paced, dynamic environment with
multiple and competing demands upon the attention and time of the incumbent. This position has intense customer
interaction requirements. This position operates in a rotating roster environment.
Significant Working Relationships & Expectations
Internal
 Senior CSM for escalation of issues, management, guidance, two way feedback.
 Customer Service Manager for escalation of issues, management, guidance, two way feedback.
 Customer Service Representatives for sharing information, cross-training and client service.
 Technical Staff in order to communicate network conditions and resolve faults.
 Human Resources to deal with HR/Payroll related matters.
External
 iiNet customers to provide education, enquiry, problem and complaint resolution as well as achieve sales
and respond to billing issues.
 Product or Service vendors to establish services and resolve problems.

2. Position Description - Senior Customer
Service Representative
Position Description – Senior Customer Service Representative 2
Position Responsibilities
PositionSpecificResponsibilities
Attendance &
Availability
 Consistently attend work without unplanned absences.
 Consistently log on and be ready to work at rostered start time, finishing no earlier
than the rostered finish time.
 Adhere to all ‘off-call’ duties (breaks, training, meetings, etc) at rostered time and
return on time.
 Consistently be available to manage all customer interactions as rostered, inclusive of
calls, emails & tasks.
 Be available to deliver training and coaching as required.
Quality of
Service:
Ownership
 Demonstrate ownership of all customer contacts by personally ensuring that any
action required is completed in a timely and responsive manner.
 Consistently resolve customers’ issues on their first contact with us.
Quality of
Service:
Knowledge
 Demonstrate eagerness to learn.
 Maintain the knowledge level required for assigned duties.
 Participate in the expansion of the iiPedia by proactively submitting and proofing
articles.
 Ensure that knowledge is shared amongst all team members to provide exceptional
customer service.
Quality of
Service:
Presentation
 Maintain a professional but relaxed and friendly engagement with customers during
all contacts.
 Moderate language and delivery as appropriate for each individual customer.
 Dress in a professional manner.
 Ensure written communication, including email, consistently demonstrates a
professional and friendly tone, maintaining excellent spelling and grammar.
Quality of
Service: Deliver
Results
 Offer a solution based approach to all customer interactions tailored to the needs of
the individual customer.
 Go beyond customers’ expectations and exceed performance targets in line with
iiNet’s Business Goals, Brand Values and Appraisal and Development system.
Coaching &
Mentoring
 Diligently perform the duty of “floor walking” when required, as per the Floor-Walker
Guidelines
 Promptly and accurately respond to requests for assistance from other staff.
 Provide feedback to CSMs regarding training needs and performance issues for any
CSRs as appropriate.
 Proactively develop CSRs to exceed performance targets in line with iiNet’s Business
Goals, Brand Values and Appraisal and Development system.
 Proactively and directly engage CSRs to assist in the resolution of queries and to
promote development.
 Assist other Seniors and CSMs to achieve their goals.
 Deliver quality training to CSRs when requested and rostered to do so.

3. Position Description - Senior Customer
Service Representative
Position Description – Senior Customer Service Representative 3
 Participate in secondments to duties elsewhere in the organisation as opportunities
arise.
 Use secondments as training opportunities, and communicate knowledge to other
staff.
 Assist with the induction process and assist new customer service staff assimilate at
iiNet.
Cultural Fit
 Demonstrate drive to achieve and exceed performance targets.
 Share a positive attitude with customers and colleagues.
 Consistently demonstrate respect for all other staff.
 Provide supportive feedback to peers and managers.
Self Development
 Support and demonstrate iiNet’s Corporate Goals and Brand Values.
 Participate in rostered training.
 Contribute to staff, team and development meetings.
 Take action on performance development plans.
 Supplement personal learning with informal means outside of work, such as industry
bodies, online forums and relevant reading.
Communication
 Take ownership of the lodgement and follow-up of network faults and bugs.
 Proactively recommend new processes and improvements to current processes to
more effectively exceed customer expectation.
 Maintain knowledge of current events and procedures
 Pass on relevant information to all staff that can assist in their ability to perform their
role
 Liaise with Floor-Walkers and CSMs to ensure all relevant information is “handed-
over” to each shift.
 Provide information to CSMs regarding training needs and performance issues for
any CSRs as appropriate.
Occupational
Health & Safety
 Responsible for taking reasonable care to ensure own safety and health at work, and
to avoid adversely affecting the safety or health of any other person at work.
 Ensure marketing personnel under direction adhere to organisation-wide policies,
procedures and monitor compliance.
Responsibilities
on Demand
 Due to the fluid and dynamic environment within iiNet, new, additional or changed
position responsibilities may be required at any time
 Successful demonstration of change orientation is an ongoing responsibility of all
iiNet positions.
Person Specification - Expertise

4. Position Description - Senior Customer
Service Representative
Position Description – Senior Customer Service Representative 4
Expertise
Qualifications Certificate III or IV in Telecommunications, Call Centre, or equivalent is essential. Vendor
qualification such as CCNA is desirable.
Experience At least two years of customer service experience is essential.
Technical
Expertise
Demonstrate advanced expertise in or understanding of:
 Internet/iiNet infrastructure and iiNet systems.
 iiNet products and services including routers and hardware.
 Relevant iiNet policies and procedures.
 Fault finding/lodgement procedures and ability to locate at short notice.
 Troubleshooting internet problems and faults.
 Management accounting principles and practices.
 Computer networks and various software.
 Standard PC and associated packages.
 On-line client accounting system.
 Phone system
Additional
Other traits that are deemed to be particularly useful to the role includes passion,
excitement, both for the business and in displayed interactions with others as well as trust in
one’s ability