Employment Type

Permanent

Closing Date

2 Nov 2024 11:59pm

Job Title

Customer Service Consultant

Job Summary

As a Customer Service Consultant, you use your excellent communication skills and knowledge of Telstra products and services to provide an excellent customer experience. You provide a high-quality cost-effective service to customers when dealing with product and billing enquiries, recording orders and provisioning related to a range of products and services.

As a Customer Service Consultant, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile, and collaborative environment.

Your role will involve providing customer support and assisting with customer issues and fixes for the products and services supplied by the vendor and those operated by Telstra.

You will be working across all aspects of the customer support experience, through direct communications, escalation and engagement with up/down stream teams and Vendors. You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve processes and the performance and integration of systems, making a positive impact on customer experience.

Job Description

At Telstra, we have a clear purpose: to build a connected future so everyone can thrive. We believe it’s people who give purpose to our technology. So we are committed to staying close to our customers and providing them the best experience. And delivering the best technology. This is where YOU come in, by playing your part in helping our customers connect: faster, better and smarter.

Who we are?

Telstra is Australia's leading telecommunications and technology company with a rich heritage that’s been built over 100 years. From our humble beginnings in the Postmaster General’s Office to the global business we are today our people have been at the forefront of technology innovation. More recently, we have the largest Internet of Things network in Australia and are leading the way in 5G. And this is just the beginning of what we’re hoping to achieve together.

We offer a full range of services and compete in all telecommunications markets throughout Australia and are the most well-known brand in technology and communications industry.

We have operations in more than 20 countries including India where we’ve opened centres in Bangalore, Pune and Hyderabad. In India, we’ve set out to build a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’re combining innovation, automation and technology to solve the world’s latest technological challenges in areas such as Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more.
  

About the role:

As a Customer Service Consultant, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile, and collaborative environment.

Your role will involve providing customer support and assisting with customer issues and fixes for the products and services supplied by the vendor and those operated by Telstra.

You will be working across all aspects of the customer support experience, through direct communications, escalation and engagement with up/down stream teams and Vendors. You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve processes and the performance and integration of systems, making a positive impact on customer experience.

Key Responsibilities:

• This role is responsible for continuously improving service reliability and rapidly restoring customer incidents.
• Working across all aspects of the customer support experience.
• Detect and prevent the issues before they occur.
• Identify and implement opportunities to improve process, efficiencies, and customer experience.
• Troubleshoot and resolve customer issues, ensuring a timely and satisfactory resolution.
• Provide input into learning and development for our entire ecosystem.
• Cross Skill into different technology hubs
• 24x7 Shift Environment / On-Call support / Australia Business hours

Qualifications:

Essential:

• 0 to 2 years working in IT industry.
• Previous Customer Service experience with international stakeholders is must.
• Listen and observe to identify the cultural preferences and perceptions of others.
• Identify and implement opportunities to improve process, efficiencies, and customer experience
• Excellent communication skills and interest to learn Telstra products and services to provide an excellent customer experience
• Handle incoming calls or chats to address customer queries.
• Identify customer requirements and issues and provide accurate assistance.
• Effectively communicate Telstra product features and benefits to customers whenever required.
• Troubleshoot and resolve customer issues, ensuring a timely and satisfactory resolution.
• Incident Management Experience
• Written and Verbal communication skills and good English comprehension
• Good knowledge in Windows and Office 365

High desirable:

• Assurance Team experience
• Co-ordinate with service desk, customers, vendors and all other resolver groups to ensure timely resolution
• Experience in Telcom service provider companies
• Telephone skills / Previous contact centre background