Employment Type

Permanent

Closing Date

2 Jan 2025 11:59pm

Job Title

Customer Service Representative(Voice)

Job Summary

As an Assurance Consultant you pride yourself on providing quality and cost-effective customer service to our customers. You do this by processing enquires, provisioning orders and billing relating to a range of products and services.

Job Description

At Telstra, we have a clear purpose: to build a connected future so everyone can thrive. We believe it’s our 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. Based in our Innovation and Capability Centre at the Embassy Tech Village, you’ll play your part in helping our customers connect: faster, better and smarter.

Here, you can join a community of people who are encouraged to bring their whole selves to work. We don’t want you to join just to “fit in”, we’re looking for individuals and differences that can help us stand out. Here with us, you can thrive, your way.

About the Role:

As a Customer Service Voice Consultant, you will be the voice of Belong, having conversations to resolve issues, answer questions and foster advocates. You provide best in class service to our customers and keeping our response times low and quality high.

Be an influencer in raising customer trends, issues, our shortfalls and making sure all customer pain points get the attention they deserve.

The purpose of the Customer Service Voice Consultant is to provide solutions to a wide variety of technology related problems, issues, and questions or escalates to the appropriate support area, with the goal of providing superior service and first contact resolution to provide technical service, solutions and support for the products and services supplied by Belong and improve customer retention and advocacy. This role requires you to provide support via Voice, inbound/outbound calls or messaging and maybe a combination of all in order to deliver the best customer experience.

This role sits in Belong, which is a part of the Telstra family. Telstra is Australia's leading telecommunications and technology company with a rich heritage that’s been built over 100 years. We’re at the forefront of technology innovation, with 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. Belong, on the other hand, started in 2013 as a brand within Telstra with the purpose of giving Australians great value home internet and mobile plans.

Please note: Our customers need us when they need support, so this role works on a roster across seven days between 8:00 AM to 9:00 PM AEST/AEDT i.e 2.30 AM to 3.00 PM IST (rotational shifts and rotational week offs). [Timings and shifts are subject to change and based on business requirements]

Key Responsibilities of the role:

• Provide customer service on a range of topics like billing, general enquiries, technical support and activation issues

• Understand and adhere to Belong’s processes, including our credit guidelines, complaint management policies

• Identify process improvements, critical issues or systemic issues that need changing

• Learn and strive to achieve your OKRs or KPIs

• Live and breathe in customer satisfaction and ensuring your team keep the customer at the centre of everything

To be successful in this role, you will have:

• 1-5 years of customer service experience (including voice (Inbound & Outbound support)

• Technical Competence – Understand broad band services and mobile services including Internet services, email protocols, connectivity and understanding of payment types, billing cycles and competent enough to trouble shoot issues as and when necessary.

• Structured Problem Solving –Ability to combine intuition with prescribed problem-solving methodologies to uncover root causes of issues with devices

• Customer Focus – Adopts a customer perspective in all interactions and generate ideas that would help improve our customer experience

• Communication – Exchanges information and ideas verbally and in written form in a clear and concise manner

• Quick & Open to Learn– Ability to pick up new concepts quickly. Structure approach to work at different levels detail when required. (Flexible to manage different queue and channels (Voice, Back of House or Chat businesses as in when required)

• Results Delivery - Demonstrates a strong achievement / results orientation. Ability to deliver results directly and through others, Excellent time management skills

• Team Player - Ability to work with team members and display inclusivity and collaboration throughout the tenure. Displays sense of gratitude and is flexible and adaptable to situations

It's no secret we expect a lot from you. In return, we offer ongoing training and support to help you develop and grow your own career, while helping us to achieve our strategic goals. At Telstra, we know that our people are our greatest asset and that’s why we’re always looking for brilliant individuals who embody our values and have a passion for technology. Sounds like you?

A career with us will give you a platform to shape tomorrow through technology. For you, that means helping us to push the boundaries of what’s possible today, and in the future. It also gives you the opportunity to empower millions helping businesses grow, evolve and reach their potential.

At Telstra, you can thrive, your way. We foster new ideas, we embrace different ways of working and thinking, and we believe an inclusive and diverse team will lead us to innovate for the future.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: http://tel.st/allrolesflex