Employment Type

Permanent

Closing Date

15 Sept 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.

Job Description

About the role:

Your role will involve providing technical and non-technical support and assisting in the development of solutions/fixes and support to the networks, infrastructure, products and services supplied at 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 incidents before they occur.
• Identify and implement opportunities to improve process, efficiencies, and customer experience.
• Provide input into learning and development for our entire ecosystem.
• Cross Skill into different technology hubs
• 24x7 Shift Environment / Australia Business hours & On-Call support 
• Qualification – Any Graduate

Essential: 

• 0 to 2 years working in IT industry.
• Incident Management Experience
• Previous Customer Service experience
• Written and Verbal communication skills and good English comprehension
• Good knowledge in Windows and Office 365
• Telephone skills / Previous contact center background

Highly desirable:

• CCNA or equivalent
• Good understanding on Routing & Switching
• Knowledge / exposure on Network Monitoring Tools
• Assurance Team experience

We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2022, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, we want to hear from you.

 

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.  

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.